Desktop Support Tech (Associate, Mid, Senior)

This on-site desktop support role at Penn Medicine in Philadelphia, PA provides field support for hardware and equipment across Associate, Mid, and Senior levels, including on-call rotations and project liaison responsibilities.

Responsibilities

• On-call support is required for this position.
• Deliver on-site field support to customers, performing basic installations, repairs, upgrades, and routine maintenance on hardware and equipment; assist in analyzing technical products, systems, and software.
• Install, service, and repair system equipment on-site for customers.
• Respond to customer questions and resolve issues; route other questions to appropriate personnel or management for follow-up, testing, and troubleshooting.
• Assist in instructing customers in operating and maintaining systems and equipment.
• Act as a liaison with customers on administrative and technical matters for assigned projects.
• Analyze system problems and prepare reports on trends and issues observed.
• Test final products and work with customers to ensure performance; maintain or update inventory as appropriate.
• Update tickets and assignments in line with established procedures.
• Participate in the on-call rotation as assigned and perform other duties as needed.
• Oversee complex technical issues for the team and collaborate with appropriate groups to implement solutions as required.
• Develop improvised solutions that align with UPHS standards and organizational guidelines.
• Assist in remediating the most difficult or advanced problems and contribute to research and development of solutions for newly identified issues and technologies.
• May perform executive management (VIP) support duties when required.
• Maintain high proficiency in Health System clinical and back-office applications and in health system hardware (Dell, Lenovo, Zebra, HP, Okidata, etc).
• Coordinate and assist with local technology initiatives by scheduling with customers, collaborating with vendors, and aligning with team goals to ensure projects are completed accurately, efficiently, and on time.
• Travel between locations may be required to complete tasks, support projects, or provide on-site technical assistance.
• Perform duties in accordance with Penn Medicine values, policies, and procedures, and support the health system organization.
• Other duties as assigned to support the unit, department, entity, and health system organization.

Requirements

• High school diploma or GED is required.
• Completion of an approved apprentice program or one year of similar experience.
• Prior experience in dealing with customers is strongly preferred.
• 3+ years of field support experience is required.
• 5+ years of field support experience is required.

Technologies

• Health System clinical and back-office applications
• Dell, Lenovo, Zebra, HP, Okidata hardware

Description

This position requires on-call support.

Levels

This role is posted at three levels based on experience: Associate Desktop Support Technician, Mid-level Desktop Support Technician, and Senior Desktop Support Technician.