Desktop Support Technician II

Desktop Support Technician II delivers onsite, ITIL Tier 2 desktop support and escalation support for DCH Health System.

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, manage, and support desktop hardware across hardwired, wireless, DHCP, and static IP networks; may coordinate with vendors or other DCH technical teams.
• Deploy approved software using approved application deployment tools or standard manual methods.
• Improve IT performance and resolve issues to restore service, working with user stakeholders, IT teams, DCH departments, independent business partners, and vendor support personnel.
• Simulate or recreate user issues to identify system limitations and recommend modifications to reduce recurring problems.
• Support heightened security by following IT Security Policies and completing required security training, including HIPAA, on an annual basis.
• Record ticket details in the appropriate IT support solution, including daily follow-up on open cases; keep communication notes in the record and explain technical details 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 escalation point and contribute updates to improve team troubleshooting.
• Identify when high-impact, urgent, or complex issues require rapid escalation; attempt resolution before escalation when appropriate.
• After escalation, document what was attempted, what assistance is still needed, and confirm the escalation point is aware of the issue.
• Participate in Desktop Team on-call coverage, typically 1 out of every 9 weeks.
• Maintain performance, patient and employee satisfaction, and financial standards as outlined in performance evaluation.
• Complete compliance requirements per the Employee Handbook.
• Follow DCH Behavioral Standards, including building positive relationships with patients/families, coworkers, colleagues, and self.
• Perform essential functions to ensure the safety of patients, visitors, and employees; identify and reduce unsafe practices and take action to reduce risks and hazards.
• Use electronic mail, time and attendance software, learning management software, and the intranet.
• Adhere to all DCH Health System policies and procedures; other duties as assigned.

Requirements

• Associates / Technical degree in Computer Science or related field plus 1 year of relevant work experience.
• HS diploma / GED with a combination of relevant IT certifications and 2+ years of relevant IT desktop work experience.
• HS diploma / GED with 3+ years of relevant IT desktop work experience.
• Higher-level degrees, certifications, and experience preferred.
• Healthcare IT desktop support experience preferred.
• Mid-level proficiency in a combination of: personal computer skills, desktop hardware, networking (LAN/WAN), telecommunications, applications, operating systems, and customer service.
• Must be able to read, write legibly, speak, and comprehend English.
• Important interpersonal relationship skills; frequent cooperation and cross-training with others.
• Frequent professional interaction with external customers including patients, physicians, vendors, contractors, and business partners.
• Occasional need to deal with unpleasant or angry people; customer-facing service role.
• Frequent monitoring and response to electronic mail or text messages during work hours.
• Ability to travel to all Health System facilities; physical presence onsite is essential.
• Must be able to perform duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Support Team duty involves lifting 50 pounds and lifting/carrying items such as printers, paper boxes, PCs, ladders, and telephone hardware including sets and distribution materials.
• Desktop support involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties requiring sound motor skills; requires stooping, kneeling, crouching, reaching, extending hands/arms, and bending/crawling/stooping as needed.

Technologies

• ITIL Tier 2
• Windows
• DELL WYSE
• DHCP, Static IP
• e-Sign devices
• HIPAA
• Online knowledge base

Working Conditions

• Onsite role in Tuscaloosa, AL.
• Typical work week approx. 40 hours; may be occasionally more due to on-call coverage or disaster response.
• Teamwork is required; priorities can change suddenly and the team must adapt.
• Time pressures exist due to service level agreements and resource levels requiring constant monitoring and reprioritization.
• Physical work conditions may include cramped work spaces, awkward positions, occasional enclosed-vehicle travel, and brief outdoor exposure during equipment transport.
• In patient rooms, may require common protective or safety equipment such as safety shoes, gloves, gowns, mouth/nose face masks, and hard hats.
• ADA physical factors apply (dynamic strength, flexibility, and static strength/trunk strength).
• Physical work ranges include: up to 10 lbs force (frequent sedentary/negligible), up to 20 lbs force (light), and up to 50 lbs force (medium, occasionally).