Desktop Support
About The Position
The Desktop Support position reviews, analyzes, and evaluates information technology systems operations. It determines user needs and requirements and recommends ways to improve systems, serving as the primary point of contact between users and engineering/development staff. The position has no responsibility for providing care to patients. The role provides desktop-level technical support and resolves complex information technology incidents through the ServiceNow Application Suite. It works with ITS colleagues on troubleshooting, equipment rollouts, configuration, upgrades, and user support, and participates in limited location/shift rotation and the Client Support team on-call rotation.
Requirements
- Associate's degree in Computer Science or equivalent.
- Basic knowledge of system design and analysis.
- Proficiency in desktop operating system environments and basic desktop application suites, including word-processing, spreadsheet, and email applications.
- Ability to communicate effectively with employees at all organizational levels.
- Demonstrated human relations and communication skills, and ability to work in a team environment.
- Strong commitment to excellence in service.
- Familiarity with patient/hospital applications and practices.
Nice To Haves
- IT help desk experience.
- Knowledge and experience in health care.
Responsibilities
- Assess, triage, and close complex and varied information technology incidents handled through the ServiceNow Application Suite.
- Review incident management activities daily and provide end users with timely problem-solving and desktop-level technical support.
- Collaborate routinely with ITS staff on technical troubleshooting, problem resolution, unit coverage, product recommendations, and other projects.
- Roll out new machines, cascade existing equipment, and disseminate new standards.
- Assist in maintaining inventory records in ServiceNow for technology chargeback.
- Resolve configuration conflicts to improve software performance and user satisfaction.
- Conduct needs assessments and product reviews; advise on software and hardware procurement and recommendations to end users and IT management.
- Perform institutional upgrades and sweeps as needed, following ITS procedures for installation and machine configuration.
- Participate on a limited basis in location/shift rotation with the Client Support team.
- Participate in the Client Support team on-call rotation.
- Participate in regular one-to-one meetings with the Client Management Principal and Team Lead.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
Associate degree
