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Desktop Support Specialist - Healthcare

Newport Beach Contractor
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Most recent experience as a desktop support specialist. Healthcare background is preferred.

Position requires participation in 24/7 department on-call program. On-call employees are required to carry a department issued cellular phone, respond to calls within 15 minutes, troubleshoot problem and provide services off-site as needed and be available to provide services on-site as needed within 1 hour of being called or paged to respond.

Position may require participating in· meetings outside of normal business hours including occasional evenings And/or weekends.

Position is located in a support department which operates a call center 24 hours a day, seven days a week to provide support and service.  Operations include 1st, 2nd, and 3rd shifts.  Employees may be required to pick up shifts outside of their standard assignment for coverage due to vacations, holidays, and staff shortages, or other special circumstances as determined by leadership.

 

The Desktop Support Specialist is responsible for providing information solutions in hardware, software, and installation support on desktop Personal Computers (PC) and other network computing devices. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Under the supervision of the Desktop Manager, performs a wide range of technical duties assisting with the implementation and support of the Hoag Hospital's (Hoag) Desktop services. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Projects an image of professionalism in communication, appearance and conduct. Performs other duties as assigned.

Desktop Support Specialist 

Configures new Personal Computers (PCs) with standard software and "Standard PC" guides. Utilizes imaging software to setup new PCs. Updates hardware and notifies appropriate personnel of PC inventory database changes. Utilizes available system tools. Re-images PC's that are re-deployed in organization. Ensures that no data from prior users remain on system. Inventories all incoming equipment and verify accuracy against purchase orders. Reports any discrepancies to the supervisor. Builds complex desktop and laptop images. Manages appropriate disposal of e-waste materials according to policy.

 

Provides customer support for standard applications (Desktop Operating Systems, Microsoft Office Suite, including Outlook). Refers customers to training available to facilitate problem resolution. Troubleshoots and supports desktop hardware to include PCs, monitors, printers, and network computers. Collaborates with other Information Support (IS) teams regarding hardware troubleshooting and installation (e.g., cabling, printers). Works with PC vendor technical support to resolve hardware issues. Configures and provides loaner equipment for customers when resolution is not immediate. Works with Service Desk to facilitate warranty repairs and out-of-warranty repairs by third party vendors.  Performs Incident Management process as specified.

o  Desktop includes desktop computers, laptop computers, portable computer carts, and Personal Digital devices as identified in the Enterprise Architecture.

Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, and operating technologies. Performs daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; Symantec Endpoint Protection, Dell Data Protection Encryption and Microsoft System Center Configuration Manager (SCCM) server to proactively manage the  environment.

Cross trains technical support specialists for the desktop deployment process. Works in conjunction with internal or external department groups in setting hardware and software standards. Follows the established standards for installing, configuring and/or removing hardware or software (via Change Control Process).

Maintains a positive and professional attitude when dealing with staff, customers and vendors. Demonstrates a willingness to learn new procedures, readily accepts new responsibilities, participates as a team player and contributes to the overall success of the department. Maintains current knowledge of departmental updates and Policies and Procedures.   Initiates and participates in process improvement activities for departmental processes.

Position requires travel between various locations and its affiliates.

 

Most recent experience as a desktop support specialist. Healthcare background is preferred.

Position requires participation in 24/7 department on-call program. On-call employees are required to carry a department issued cellular phone, respond to calls within 15 minutes, troubleshoot problem and provide services off-site as needed and be available to provide services on-site as needed within 1 hour of being called or paged to respond.

Position may require participating in· meetings outside of normal business hours including occasional evenings And/or weekends.

Position is located in a support department which operates a call center 24 hours a day, seven days a week to provide support and service.  Operations include 1st, 2nd, and 3rd shifts.  Employees may be required to pick up shifts outside of their standard assignment for coverage due to vacations, holidays, and staff shortages, or other special circumstances as determined by leadership.

 

The Desktop Support Specialist is responsible for providing information solutions in hardware, software, and installation support on desktop Personal Computers (PC) and other network computing devices. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Under the supervision of the Desktop Manager, performs a wide range of technical duties assisting with the implementation and support of the Hoag Hospital's (Hoag) Desktop services. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Projects an image of professionalism in communication, appearance and conduct. Performs other duties as assigned.

Desktop Support Specialist 

Configures new Personal Computers (PCs) with standard software and "Standard PC" guides. Utilizes imaging software to setup new PCs. Updates hardware and notifies appropriate personnel of PC inventory database changes. Utilizes available system tools. Re-images PC's that are re-deployed in organization. Ensures that no data from prior users remain on system. Inventories all incoming equipment and verify accuracy against purchase orders. Reports any discrepancies to the supervisor. Builds complex desktop and laptop images. Manages appropriate disposal of e-waste materials according to policy.

 

Provides customer support for standard applications (Desktop Operating Systems, Microsoft Office Suite, including Outlook). Refers customers to training available to facilitate problem resolution. Troubleshoots and supports desktop hardware to include PCs, monitors, printers, and network computers. Collaborates with other Information Support (IS) teams regarding hardware troubleshooting and installation (e.g., cabling, printers). Works with PC vendor technical support to resolve hardware issues. Configures and provides loaner equipment for customers when resolution is not immediate. Works with Service Desk to facilitate warranty repairs and out-of-warranty repairs by third party vendors.  Performs Incident Management process as specified.

o  Desktop includes desktop computers, laptop computers, portable computer carts, and Personal Digital devices as identified in the Enterprise Architecture.

Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, and operating technologies. Performs daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; Symantec Endpoint Protection, Dell Data Protection Encryption and Microsoft System Center Configuration Manager (SCCM) server to proactively manage the  environment.

Cross trains technical support specialists for the desktop deployment process. Works in conjunction with internal or external department groups in setting hardware and software standards. Follows the established standards for installing, configuring and/or removing hardware or software (via Change Control Process).

Maintains a positive and professional attitude when dealing with staff, customers and vendors. Demonstrates a willingness to learn new procedures, readily accepts new responsibilities, participates as a team player and contributes to the overall success of the department. Maintains current knowledge of departmental updates and Policies and Procedures.   Initiates and participates in process improvement activities for departmental processes.

Position requires travel between various locations and its affiliates.

 

Recommended skills

Installations (Computer Systems)
Troubleshooting (Problem Solving)
Incident Management
Customer Support
Desktop Support
Service Desk
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