Desktop Support Technician II

The Desktop Support Technician II role is an on-site ITIL Tier 2 position responsible for deploying, troubleshooting, and maintaining desktop technology used across DCH Health System. This role includes hands-on support for Windows endpoints and a range of endpoint, networking, and peripheral devices, with attention to clinical safety requirements.

Key Responsibilities

• Install, manage, and support Windows PCs and laptops, DELL WYSE thin clients, printers, copiers, phones, scanners, barcode readers, e-Sign devices, tablets, and other endpoint devices.
• Install and support desktop hardware across hardwired and wireless networks using DHCP and Static IP configurations.
• Install approved software using approved application deployment systems or standard manual methods.
• Improve IT performance and address issues proactively, restoring service as needed in collaboration with user stakeholders, IT teams, DCH departments, independent business partners, and vendor support personnel.
• Simulate or recreate user problems to understand operating difficulties and identify likely causes.
• Recommend system modifications or improvements to reduce end-user issues.
• Support a security-focused environment by following Information Technology Security Policies and completing required security training, including HIPAA on an annual basis.
• Document progress and complete tasks in the appropriate IT support solution.
• Follow up daily on open cases, recording notes and conversation details in the ticket to maintain a complete record.
• Explain technical or complex information in user-friendly, non-technical language.
• Respond promptly to phone calls and electronic communications.
• Use the online knowledge base to resolve known issues at the lowest point of escalation.
• Contribute to the knowledge base to strengthen the team’s future troubleshooting.
• Identify situations requiring rapid escalation due to high impact, urgency, or complexity.
• Use informed reasoning to resolve tasks before escalating when possible, and when escalating, include what was attempted and what assistance is still needed.
• Verify escalation contacts are aware of the issue and participate in desktop team on-call coverage, typically 1 out of every 9 weeks.

Minimum Qualifications

• Associates or Technical degree in a Computer Science or related field with 1 year of relevant work experience.
• HS diploma or GED with a combination of relevant IT Certifications and 2 or more years of relevant IT Desktop work experience.
• HS diploma or GED with 3 or more years of relevant IT Desktop work experience.
• Higher level degrees, certifications, and experience are preferred.
• IT Desktop Support experience in a Health Care IT setting is preferred.
• Mid-level proficiency across personal computer and desktop hardware, networking (LAN/WAN), telecommunications, applications, operating systems, and customer service.
• Ability to read, write legibly, speak, and comprehend English.
• Ability to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Ability to travel to all Health System facilities and transport equipment if needed.
• Physical presence onsite is essential.

Required Technologies and Standards

• Technologies: Windows, DELL WYSE thin clients, HIPAA, ITIL, DHCP, Static IP
• Operational expectations: Maintains performance, patient and employee satisfaction, and financial standards as outlined in performance evaluation; performs compliance requirements as outlined in the Employee Handbook; adheres to DCH Behavioral Standards and DCH Health System policies and procedures; completes essential job functions to ensure safety of patients, visitors, and employees; uses electronic mail, time and attendance software, learning management software, and intranet.
• Additional requirements: All other duties as assigned.

Work Context

• Important interpersonal relationship skills.
• Frequent contact with others via face-to-face meetings and telephone.
• Frequent cooperation and cross-training with others.
• Professional customer-facing communication with patients, physicians, vendors, contractors, and business partners.
• Occasional interactions with unpleasant or angry people.
• Frequent monitoring and response to electronic mail or text messages during work hours.
• Meaningful communication in face-to-face meetings, email, and telephone use.
• Teamwork is required, with the need to adapt as priorities change suddenly.

Work Schedule and Decision Impact

• Typical work week: approximately 40 hours, occasionally more when on-call or involved in disaster response.
• Significant freedom and frequency in prioritization and deployment decisions.
• High impact of decisions on coworkers and company results due to the critical role of IT equipment and software in healthcare operations.
• Time pressures driven by Service Level Agreements and resource levels requiring constant monitoring and reprioritization.

Physical Work Conditions

• Occasional cramped work space and awkward positions.
• Occasional travel in an enclosed vehicle or with equipment.
• Usual location: indoors in an environmentally controlled environment; occasional indoors not environmentally controlled.
• Brief outdoor exposure during equipment transport.
• Occasional needs related to bending or twisting, climbing ladders, balancing, kneeling, crouching, stooping, or crawling; frequent sitting for long durations.
• Frequent hand use for handling tools or controls.
• Occasional need, especially in patient rooms, to wear protective or safety equipment such as safety shoes, gloves, gowns, mouth/nose face mask, and hard hats.

ADA Physical Factors

• Strength abilities: dynamic strength for repetitive tasks (for example, using a screwdriver); flexibility to bend, stretch, twist, or reach; trunk/static strength to lift up to a 50 pound printer onto and off a cart and replace one on the user’s desk.
• Support team duties: lifting 50 pounds and lifting/carrying printers, paper boxes, PCs, ladders, and telephone hardware including distribution system materials.
• Desktop support duties: standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties requiring sound motor skills.
• Postures and movement: ability to stoop, kneel, and crouch downward and forward by bending legs and spine; reach and extend hands and arms in any direction, including bending, crawling, and stooping.
• Protective equipment: provided due to environments that may include new construction, existing office spaces/desks, and medical treatment areas.
• Travel: ability to travel to all Health System facilities.
• Physical exertion ranges:
  • Frequently: sedentary work (up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly).
  • Frequently: light work (up to 20 pounds occasionally; up to 10 pounds frequently; or negligible force constantly).
  • Occasionally: medium work (up to 50 pounds occasionally; up to 30 pounds frequently; or up to 10 pounds constantly).

Location

Tuscaloosa, AL (onsite).