TECH DESKTOP SUPPORT II

AMSURG•Nashville, TN

12h•Hybrid

About The Position

The Tech Desktop Support II position has a key role in managing and optimizing end-user hardware and optimizing desktop infrastructure within our corporate and ambulatory surgery center (ASC) environments. You will be responsible for the procurement, deployment, support, and management of end-user devices. This includes, but is not limited, asset management, implementing IT policies, and collaborating with cross-functional teams to ensure a secure and efficient IT environment.

Requirements

1+ years of technical IT/Desktop Support experience required.
Exceptional customer service, verbal, and written communication skills
Advanced knowledge of Windows operating systems including 10 & 11
Excellent PC skills including knowledge of MS Office technologies and other common desktop applications.
Deep knowledge of Active Directory, Azure, Office 365, and other common platforms
IT Network skillset to include DHCP, DNS, firewalls, switches, and common network devices.
Strong technical knowledge across operating systems, hardware, and common applications.
Bachelor’s degree from an accredited college or university in a technical discipline is required, or equivalent relevant experience will be accepted in lieu of degree.
A minimum of 2 years’ technical help desk experience required.

Nice To Haves

1+ years of recent experience working in a healthcare environment preferred.
MCSA, A+, Net+, VCA or similar industry certification desired, but not required.
Experience working in a healthcare environment is preferred.
ITIL Foundation certification desired but not required.
ServiceNow experience desired but not required.

Responsibilities

Engage and resolve complex issues from end users requiring advanced levels of knowledge, communication, toolsets, and problem solving.
Responsible for hardware procurement, deployment, of end-user devices across ASC & corporate locations.
Maintains hardware & operating systems standards & images for all assets in our environments.
Identify and assist in executing continuous service improvement initiatives across technologies, teams, and tiers of IT support.
Provide technical support and expertise through project engagement concerning IT applications & hardware.
Assist in training and mentorship of new IT support team members across Service Delivery.
Work closely with Service Desk Manager to ensure the service desk team members have current knowledge of technology, hardware, and configuration across the enterprise and ASC environments. Includes creating materials and providing training to service desk team members as needed.
Achieve or exceed metric goals at an individual level contributing to overall team goals, meeting operational level agreements with our users in ASC & corporate level environments.
Evaluates existing hardware standards and/or user needs to analyze, design, recommend, and implement system changes
Drive conversations with active participation during team meetings with meaningful and productive insights.
Leverage expertise to identify and research complex issues and trends.
Utilize ServiceNow to track document work, engage with users, and document knowledge to be shared across the team.
Provide onsite support to corporate office team members as required.
Availability and willingness to travel (<25%) to ASCs for implementations and issue resolution as needed.
Fulfill a critical role in IT security incident response.
Active participation and coordination during major incident issues responding as necessary.
Remain current with trends in IT hardware and software related to enterprise technology
Regular and reliable attendance
Other responsibilities as assigned by leader.