Desktop Support Tech I

Provides support on installation, configuration and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles and assists users with technical problems through multiple channels.

Requirements

• Assists users with installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
• Creates and maintains knowledge articles in accordance with departmental standards
• Assists users over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner
• Works with third-party vendors to resolve technical problems with desktop computing equipment and software
• Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the HITS department
• Participates in Hospital technology projects as assigned
• Maintains an accurate accounting of time spent on end user issues and on HITS projects
• Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs)
• Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I
• Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures
• Demonstrates the ability to manage time and resources in the best interest of the Hospital
• Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records
• Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital
• Trains end users on basic hardware, software and network resources, on a one-on-one basis
• Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas
• Participates in on-call rotation to provide end user support during off hours, holidays and weekends

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance