Desktop Support Technician (2nd Shift)

TEKsystems•New York, NY

9d•$22 - $25•Onsite

About The Position

This technician will be responsible for supporting users in a fast-paced healthcare environment. The role involves computer imaging and upgrades, PC and printer deployment, Wyse terminal setup and configuration, and mobile device configuration (iPhone, iPad). It also includes clinical software installations and providing exemplary customer service. The technician will critically analyze system failures, perform checkpoint rounds, ensure adherence to security policies, and implement, install, maintain, and support various end-user infrastructure equipment, software, and connectivity. This includes PDAs, PCs (Macintosh, PC/Workstation), printers, LAN, AV, video conferencing, and telephones. The role requires solving typical software and hardware problems, acting as a technical resource for hardware and software acquisition recommendations, performing proactive diagnostic checks, and assisting with the creation and maintenance of documentation. The technician will monitor assigned desktop queues in the Front Range ticket system, log actions, and close tickets within established service levels. Compliance with administrative tasks like Innotas and timely journal entries is expected. The position involves assisting with and participating in small projects or projects specific to the assigned department, and involvement in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, and networks. The technician is responsible for resolving a specified number of tickets per day and a percentage of monthly tickets at the desktop site using mobile tools, while striving to reduce the mean time to resolve each issue. Wire management for all IT equipment is also a responsibility, including taking before/after pictures of completed work.

Requirements

Prior experience doing desktop related work in a healthcare setting.
Super tech savvy.
Personable.
Proactive go-getter mindset.
Desktop
Troubleshooting
Hardware
Windows
Customer service
Technical support
Imaging
Deployment
Support
Active directory
Office 365
Printers
Ticketing system
Operating Room
Healthcare

Responsibilities

Computer imaging and upgrade.
PC’s and Printer deployment.
Wyse terminal setup and Configuration.
Configure Mobile devices (IPhone, IPad).
Clinical software installations.
Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion.
Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures.
Provide exemplary customer service across all levels of the organization; embrace a “never-say-no” attitude when addressing customer issues.
Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT.
Critically analyze system failures and quickly determine remedies so as to provide for smooth workflow for daily staff activities.
Perform checkpoint rounds throughout the environment to ensure all equipment is operational.
Ensure that electronic and physical security policies for computers, data, and IT infrastructure are adhered to.
Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDA's, PCs - Macintosh, PC/Workstation, printers, LAN, AV, Video conferencing, telephone.
Responsible to solve typical software and hardware problems and malfunctions on these systems.
Act as a technical resource to clients in making hardware and software acquisition recommendations.
Perform pro-active diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.
Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation.
Monitor the assigned desktop queue(s) in the Front Range ticket system.
Log real time written journal entries documenting actions taken on all ticket requests.
Close tickets within established service levels.
Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.
Assist and participate in implementing and planning small projects or projects that are specific to the tech's assigned department.
Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc.
Responsible to resolve specified number of tickets per day.
Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices.
Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.
Perform wire management throughout the environment on all of our IT equipment, to ensure wiring is properly maintained. This includes taking before/after pictures of the work that is completed.