IT Desktop Technician III

Job Description

UC Health is hiring an IT Desktop Technician III

The IT Desktop Technician 3 is a very hands-on member of the infrastructure team responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service along with excellent verbal/written communication skills.

Using effective communication, technical, and analytical skills, IT Desktop Technician 3 will participate in projects, provide technical support including maintenance and upgrading of desktops and laptops. IT Desktop Technician 3 will develop and maintain positive working relationships with all internal and external customers and vendors.

IT Desktop Technician 3 will coordinate the installation, maintenance, and technical support of all UC Health desktop software and hardware. IT Desktop Technician 3 will provide technical expertise and support to the end user with primary focus on support of Windows OS, MS Office Suite, UC Health supported browsers and application software.

Responsibilities

Problem Resolution:

• Monitors the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Meets or exceeds SLAs defined by IS&T leadership.
• Uses technology tools to resolve problems.
• Responds quickly to reported issues. Listens to the end-user and asks insightful questions to determine the issue.
• Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution.
• Works with IS&T staff members and users to resolve system problems in a timely fashion.
• Applies knowledge of resources, guidelines, and organizational values in decision making process.
• Acts as a technical resource for IT Desktop Technician 1 and Technician 2 during and after shift hours.
• Provide on the job training for newly hired technicians.
• Coordinate queue assignments among technician groups.

Installation:

• Installs, tests and deploys hardware and software.
• Assesses equipment warranty status, coordinate RMAs and any related discrepancies.
• Perform routine check on equipment repair queue.
• Monitors and maintains records regarding installation and maintenance of current hardware and software.
• Follows installation and inventory guidelines of the IS&T department.

Problem Identification:

• Interacts with technicians and other IS&T support staff to identify system/network problems.
• Utilizes the Help Desk Call Ticketing system to gather, organize and track information.
• Uses the Internet, Handbooks, Vendors and Resource guides to assist in pinpointing problems as quickly as possible.
• Uses technology tools to identify problems with the user.
• Reviews Client Services incident queues, identifies any patterns, and makes suggestions to improve processes.
• Performs pro-active rounding of hardware like MCPs, bar code scanners etc. to help manage device fleet and conduct related user training.
• Uses independent judgement to troubleshoot issues.

Project Support:

• Works with IS&T staff, department representatives and vendors as necessary to provide technical support; installation, upgrade, and maintenance of new and current systems within UC Health.
• Performs departmental rounding of areas, ex. OR, ED.
• Ensures proper tracking of liquidation of assets - both hardware and software.
• Maintains site inventory of equipment and requests from central stockroom as needed.
• Responsible for coordinating equipment pickup from the dock, verifying updates in ITAM application, and moved to proper storage.
• Other duties as assigned

Qualifications

• Minimum Required: Required: Associate's degree in IS&T or related field.
• Preferred: Bachelor's degree.
• Preferred Certificate: CompTIA A+, MS Modern Desktop Administrator Associate.
• Minimum Required: 4 Years equivalent experience. 2 Years equivalent experience can substitute for an Associate's degree plus 4 years work experience.