Desktop Support Technician

Employment Type:

Full time

Shift:

Day Shift

Description:

Performs regular, routine maintenance activities including replacing computer equipment, keyboards, mice, monitors, and other hardware components. Collaborates and communicates with vendors to resolve routine technical issues with equipment. Builds computers using standard imaging software. Coordinates disposable of electronic waste and recycling. Maintains and reports on inventory levels. Updates and maintains computer and equipment inventory in accordance with the standards and security practices of Trinity Health.

POSITION PURPOSE

Performs regular, routine maintenance activities including replacing computer equipment, keyboards, mice, monitors, and other hardware components. Collaborates and communicates with vendors to resolve routine technical issues with equipment. Builds computers using standard imaging software. Coordinates disposable of electronic waste and recycling. Maintains and reports on inventory levels. Updates and maintains computer and equipment inventory in accordance with the standards and security practices of Trinity Health.

ESSENTIAL FUNCTIONS

• Perform all functions relating to the receipt, inventory, storage, tracking, repair, disposal, and reporting of Information Technology assets utilized throughout the organization.

• Perform scheduled maintenance activities on technical equipment to help prevent unexpected failures in the future.

• Utilizes ticketing system to manage and complete assigned tasks. Logs all activities and tasks according to standards

• Provides excellent customer service to all levels of internal Trinity Health users across multiple business lines.

• Responsible for troubleshooting, ad-hoc end-user support, managing work priorities and communicating status effectively and efficiently.

• Assists in physical moves of computer and phone equipment.

• Providing first level technology support, including but not limited to receiving calls, opening, and logging tickets, addressing issues that can be quickly resolved, and routing/escalating trouble tickets to the appropriate resource.

• Support corporate and BYOD mobile devices (iPhones, iPads, Android, IoT, and smart devices)

• Participates in one-on-one and group training for peers and customers on technical subject matters, including assisting in the onboarding of new hires.

• Ensures that all devices meet security standards in regard to encryption, management, and protection prior to connecting them to the network.

• May be part of on-call rotation for end-user support after hours.

• Possesses the ability to understand applicable Federal, State, and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Training and Education

• High School Diploma required Associates Degree in Information Systems or related field of study preferred.

Experience

• 1 years' experience troubleshooting computer hardware devices in an IT environment, preferred

• Skills and Qualifications

• Experience utilizing software programs that manage user requests and tracks completion of assigned tasks, highly preferred. HP Desktop/Laptop Certification preferred

• Previous experience working with end users to identify and resolve various hardware issues and related setup configurations preferred.

• Computer imaging experience desirable CompTIA A+ desirable

• Previous experience using Microsoft O365

• Manage expectations and professionally resolve difficult conversations

• Excellent written and verbal communication skills

• Applies a problem-solving mentality approach to issues as well as critical thinking in order to assess and resolve issues efficiently.

• Must be organized and able to perform work as assigned within a reasonable time period.

• Is able to work in a fast-paced environment where change is introduced often in order to improve department performance.

• Must be a self-starter that has an interest in constantly learning and accepting of developmental feedback.

• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

PHYSICAL AND MENTAL REQUIREMENTS AND WORKING CONDITIONS

This position operates in a typical office environment. The area is well-lit, temperature-controlled, and free from hazards. Incumbent communicates frequently, in person and over the telephone, with people in several different locations on technical issues. Must be able to lift up to 50 Lbs. This position may require long periods of vigorous physical movement (Walking, lifting, bending). This position may require long periods of sedentary work using a computer. Manual dexterity is needed to operate a keyboard. The environment in which the incumbent will work requires the ability to concentrate, meet deadlines, work on several projects simultaneously and adapt to interruptions.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

Our Commitment to Diversity and Inclusion

Trinity Health is a family of 115,000 colleagues and nearly 26,000 physicians and clinicians across 25 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Our dedication to diversity includes a unified workforce (through training and education, recruitment, retention, and development), commitment and accountability, communication, community partnerships, and supplier diversity.

EOE including disability/veteran