Desktop Support Technician II

DCH Health System offers an on-site, ITIL Tier 2 desktop support role in Tuscaloosa, Alabama, focused on implementing, troubleshooting, and sustaining IT desktop technology. You will work with Windows endpoints, software deployment, imaging, and security compliance, collaborating across IT teams, departments, and vendor partners. Expect annual security training, including HIPAA, and a culture that prioritizes reliable technology, patient care, and professional development in a supportive, team-focused environment.

What you will do

• Install, manage, and support Windows PCs & laptops, DELL WYSE thin clients, printers, copiers, phones, scanners, barcode readers, e-Sign devices, tablets, and other endpoint devices.
• Maintain devices on wired, wireless, DHCP, and static IP networks; collaborate with vendors and other DCH technical teams as needed.
• Deploy approved software through designated deployment systems or standard manual methods.
• Proactively improve IT performance, resolve issues, and restore service in coordination with users, IT teams, departments, business partners, and vendor support personnel.
• Reproduce user problems to understand root causes and recommend system modifications to reduce future issues.
• Support a security-first environment by following IT security policies and completing annual HIPAA security training.
• Document progress and maintain thorough records in the IT support system; follow up with users daily and translate technical terms into user-friendly language.
• Respond promptly to phone calls and electronic communications.
• Utilize the online knowledge base to resolve issues at the lowest escalation point and contribute to knowledge sharing for the team.
• Identify high impact or complex issues and escalate rapidly when needed, while documenting attempted actions in the ticket and ensuring escalation awareness.
• Participate in Desktop Team on-call coverage, typically 1 out of every 9 weeks.

What you bring

• Associates or technical degree in Computer Science or a related field with 1 year of relevant work experience.
• Alternatively, a high school diploma or GED with relevant IT certifications plus 2+ years of IT desktop experience, or 3+ years of IT desktop experience.
• Read, write, speak, and comprehend English proficiently.

Technologies

• Windows, DELL WYSE thin clients, DHCP, Static IP networks
• BIOS / Service Pack patching, e-Sign devices
• Email, time and attendance software, learning management software, intranet

Work environment and physical demands

• On-site presence is essential and frequent interaction with patients, physicians, vendors, and partners occurs in a professional setting.
• Customer-facing duties, including occasional dealing with unhappy or difficult individuals, are possible.
• On-call coverage is part of the Desktop Team schedule, typically every nine weeks.
• Frequent communication via face-to-face meetings, email, and phone is expected; teamwork and adaptability are important as priorities shift.

Physical factors and job requirements

• Dynamic, flexible, and static strengths are required for handling equipment and performing mechanical tasks, including lifting up to 50 pounds.
• Ability to lift, carry, and maneuver printers, PCs, ladders, and other hardware; occasional climbing and bending movements are necessary.
• Frequent sedentary work with periodic light to medium physical tasks; environmental conditions vary and may require indoor or outdoor activity during equipment transport.
• Must be able to travel to all Health System facilities and perform duties onsite with reasonable accommodation if needed.
• Hearing and vision must be normal or corrected to within normal range.
• Physical presence onsite is essential to fulfill role responsibilities.

DCH standards and expectations

• Maintain performance, patient and employee satisfaction, and financial standards as outlined in performance evaluations.
• Adhere to the Employee Handbook, DCH Behavioral Standards, and all organizational policies and procedures.
• Prioritize safety for patients, visitors, and staff, and take action to reduce risks and hazards.
• Use electronic mail, time and attendance software, learning management software, and intranet as part of daily duties.
• Attend to all duties as assigned and strive to support a compliant, secure, and efficient IT environment.