Desktop Support Tech

Join Yale New Haven Health as a Desktop Support Tech onsite in New Haven, CT, supporting end-user hardware, software, networking, and mobile device configuration.

Responsibilities

• Deploys new PCs in accordance with YNHHS policies and procedures
• Methodically and efficiently troubleshoots reported hardware, application, and network issues
• Inspects equipment, associated peripherals, and wiring for signs of pre-failure indicators
• Executes installation, repair, and maintenance of microcomputers and peripheral equipment
• Configures and deploys mobile devices as part of desktop support operations
• Diagnoses problems by distinguishing between local hardware, application, and network causes
• Coordinates expeditious repair or replacement of defective equipment to keep hardware and peripherals functioning as designed
• Provides professional customer service while demonstrating continual respect for customers and teammates
• Maintains security vigilance by monitoring for security threats, non-compliant activities, and system anomalies
• Acts as a single point of contact for problem resolution across multiple internal and external groups

Requirements

• High school graduate
• CompTIA A+ technical certification preferred (must be obtained within 6 months of hire)
• One to three years experience supporting Intel microprocessor based desktop computers and peripherals in a Microsoft Active Directory environment
• Alternative: six months experience working at Yale New Haven Health System in a desktop support role
• Customer service experience is a must
• Exceptional customer service skills demonstrated through written, verbal, listening, and interpersonal communication
• Ability to act and communicate professionally and courteously to patients, staff, peers, visitors, and vendors
• Working knowledge of network protocols, desktop hardware configurations, and peripherals
• Proficiency with current Microsoft Windows operating systems (Windows 7 and above) and Microsoft Office 2016 and above including Word, Excel, Outlook, and Teams
• Must demonstrate a through working knowledge of remote access tools
• Ability to install commercial and specialized software applications while strictly following internal policies, procedures, and best practices
• Ability to multitask and prioritize tasks and responsibilities
• Hands-on experience with Apple/Mac and PC, including laptops, netbooks, iPhones, iPads, and printers preferred
• Knowledge of Citrix based applications and client/server relationships preferred
• Ability to interact well with multiple groups and manage problem resolution as a primary contact

Technology Focus

• Windows 7, Windows 10
• Mac OS
• Microsoft Active Directory
• Citrix
• Office Suite applications: Microsoft Office 2016 and above, Word, Excel, Outlook, Teams
• Remote access tools
• Internet Explorer
• Intel microprocessor based desktop computers
• iPhones, iPads, printers

Physical Demands / Schedule / Travel

• Availability to cover Nights, Weekends, and Holidays as needed
• Travel to multiple YNHHS facilities is necessary