<p>Core Technical Knowledge:</p> <ul> <li>Demonstrates basic understanding of Microsoft client technologies as a core competency </li><li>Basic knowledge with Active Directory infrastructure (AD, DNS/DHCP, DFS, GPOs, logon scripts, PKI, migrations, etc.) </li><li>Basic knowledge and experience with SCCM/GPOs/other central management solutions </li><li>Ability to perform end-point network troubleshooting independently (ping, tracert, netstat, wireshark, DNS/DHCP, etc.) </li><li>Can successfully support end-user computing peripherals (printers, scanners, e-Sig readers, bar code scanners, etc.) </li><li>Experience with desktop/laptop imaging and deployment </li><li>Mobile technology (smartphones, tablets, MDM, etc.) </li><li>Fundamental video conferencing knowledge and experience </li></ul> <p>Support, Analysis, and Research:</p> <ul> <li>Demonstrates attention to detail in data gathering, specifications development, documentation, process and data flows, and record keeping. </li><li>Communicates effectively with clients, colleagues and developers. </li><li>Demonstrates basic degree of analytical skill. </li></ul> <p>Team Support and Management:</p> <ul> <li>Works under direct supervision in support of team initiatives. Depends on knowledge and experience to make decisions on the best course of action for troubleshooting issues or completing assigned work </li></ul> <p>The Desktop Services Support Technician:</p> <ul> <li>Responsible for the administration and support of the client infrastructure and end-point computing devices and their associated peripherals and software. </li><li>Provide direct technical support for 1st and 2nd level client support issues. </li><li>Assists with departmental move requests. </li><li>Assists with new location build-outs. </li><li>Deploys and refreshes laptops, desktops, mobile devices and other peripheral devices. </li></ul> <p>Proactively and routinely performs rounding in critical care areas to ensure patient care computing devices are reliable and in working order.</p> <ul> <li>Challenges current processes and procedures; looks for new ways of meeting responsibilities and accomplishing assigned work. </li><li>Acts as an advocate and role-model for information security to other IT team members and our non-IT team members. while protecting and maintaining user data at all times. </li><li>Research complex issues independently through various online resources before escalating issues to other teams. Fully documents troubleshooting steps completed as part of a warm-hand-off process to the escalated team and suggests areas of possible root cause collaboratively with the escalated team. </li><li>Collaborates with helpdesk, system engineering and application teams to troubleshoot and resolve multi-disciplinary issues. </li><li>Instructs users in the use of equipment, software and peripherals. </li><li>Interacts with employees to facilitate and promote effective use of information technology. </li><li>Demonstrates an impeccable level of attention to detail and thorough technical documentation creation and maintenance. </li><li>Utilize hospital owned vehicles to transport equipment between main location and satellite locations. </li><li>Follows departmental change control procedures and reports changes to appropriate personnel. </li><li>Performs 24/7 on-call support on a rotational basis. </li><li>Performs all other duties as assigned. </li></ul> <p>Education and/or Experience Required:</p> <ul> <li>Education Required: Bachelor's Degree in Computer Science, Engineering, Information Technology or related discipline; equivalent combination of education/certification and or experience acceptable. </li></ul> <p>Experience Required:</p> <ul> <li>1+ Years minimum in-depth experience in several of the following areas: </li><li>Windows 7/10 client support </li><li>Computer hardware and software deployment, upgrades and replacements </li><li>AD and its related technologies </li><li>Supporting IT environments with 150+ users and computers </li><li>End-client peripheral devices (printers, scanners, e-Sig readers, etc.) </li><li>Mobile technology experience - deployment and support </li></ul> <p>License and/or Certification:</p> <ul> <li>A+ required </li><li>MTA preferred </li></ul> <p>Knowledge, Skills and Abilities:</p> <p>Knowledge:</p> <ul> <li>Policies and procedures related to functional unit supported. </li><li>ITIL. </li></ul> <p>Skills:</p> <ul> <li>Attention to detail </li><li>Customer focused mindset </li><li>Strong communication & follow-up skills </li><li>Real-time prioritization and triaging </li></ul> <p>Ability to:</p> <ul> <li>Multi-task and embrace change </li><li>Handle a fast paced, high volume environment </li><li>Work in a team environment alongside multiple disciplines </li><li>Research issues independently and leverage knowledge and resources to effectively solve novel issues </li><li>Develop close working relationship with systems teams and peers. </li><li>Develops collaborative working relationships with client departments </li><li>Strong analytical abilities and professional office experience required. </li><li>Demonstrates basic knowledge of the job, activity or function, needs supervision or mentoring on advanced assignments. Junior to mid-level position with basic technical skills. </li></ul>