Sr Desktop Support Tech

Description

Entity: Corporate Services
Department: IS-PAH
Location: Pennsylvania Hospital- 800 Spruce St
Hours: 9:00am to 5pm Monday - Friday, In Office

*This position requires on-call support

 Summary:

This position is posted at 3levels based on experience:

• Associate Level

• Mid-level

• Senior level

 Candidates will be aligned to the appropriate level based on experience and qualifications.

Associate Desktop Support Technician

• Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
• Updates tickets and assignments according to established procedures.
• Participates in on-call rotation as assigned.
• Performs other duties as assigned.

Accountabilities

• Delivers customer service to IS clients seamlessly across system boundaries
• Ensures safety, confidentiality & security of employee and Patient data
• Promptly identifies, documents, and resolves problems with system functionality
• Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration
• Excellent interpersonal & communication skills to work with users, fellow team mates and management.
• Good organization & time management skills.
• Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion,
• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient employee safety when carrying out daily responsibilities of their position.
• Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements
• Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems
• Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
• Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes
• Ability to solve non-complex hardware and equipment problems.
• Demonstrates analytical and problem solving skills.

Minimum Requirements

Required Education and Experience

• High school diploma or GED required.
• Completion of an approved apprentice program or one year of similar experience.
• Prior experience in dealing with customers (retail sales, hospitality or similar) strongly preferred.

The Desktop Support Technician:

• Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
• Updates tickets and assignments according to established procedures.
• Participates in on-call rotation as assigned.
• Performs other duties as assigned.

Accountabilities

• Delivers customer service to IS clients seamlessly across system boundaries.
• Ensures safety, confidentiality & security of employee and Patient data.
• Promptly identifies, documents, and resolves problems with system functionality.
• Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.
• Excellent interpersonal & communication skills to work with users, fellow team mates and management.
• Good organization & time management skills.
• Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion.
• Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements.
• Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems.
• Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
• Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes.
• Demonstrates analytical and problem solving skills. Ability to solve non-complex hardware and equipment problems.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements

Required Education and Experience

• H.S. Diploma/GED is required
• 3+ years of field support experience is required

The Sr. Desktop Support Technician:

The Senior Desktop Support Technician provides on-site field support to customers. Performs installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.

Accountabilities

• Oversee complex technical issues for the team and work with appropriate teams on solutions as needed.
• Improvising solutions where none are known while adhering to UPHS standards.
• Assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise
• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc).
• May perform executive management (VIP users) support duties.
• Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
• Updates tickets and assignments according to established procedures.
• Participates in on-call rotation as assigned.
• This position will require strong technical and analytical skills
• Demonstrated knowledge of the use of technology.
• Demonstrated ability to work independently and on multiple projects independently.
• Demonstrated ability to learn and use new technology
• Coordinate and assist with local technology initiatives by scheduling with customers, collaborating with vendors, and working closely with team members to align goals. Ensure projects are completed accurately, efficiently, and on time.
• May require travel between locations to complete tasks, support projects, or provide on-site technical assistance.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements

Required Education and Experience

• H.S. Diploma/GED is required (Associates is preferred)
• 5+ years of field support experience is required

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.