Device Support Technician II

Summary

Working in a team-oriented, collaborative environment, reporting to the Desktop Support Manager, the Technical Systems Representative's primary responsibility is providing on-site and remote Tier 2 technical support for the end-user computer environment throughout the health system. This involves designing solutions, installing systems, diagnosing problems, coordinating repairs, acquiring, distributing, managing, maintaining and upgrading all end-user computing platforms, peripheral devices and operating systems, including health system-owned tablet and mobile devices, within established standards and guidelines.

Works with third-party vendors to resolve technical problems with end-user computing equipment and software. Collaborates with and escalates to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier 2.

Obtains and thoroughly documents all pertinent information related to the diagnosis and resolution of a problem using the service desk tracking system. Documents trouble-ticket resolutions with a keen attention to detail, maintains knowledge-base articles and actively contributes to maintaining support procedures.

Demonstrating competence in prioritization, resolves user issues within predefined Service Level Agreements (SLAs). Participates in on-call rotation to provide Tier 2 end-user support during off hours, holidays and weekends.

Maintaining an accurate accounting of time spent on issues, manages time and resources responsibly and in the best interest of the health system.

Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the IT department.

Records and maintains hardware and software inventories for compliance with end-user license agreements and lifecycle management processes.

Accountability will be monitored through direct observations, achievement of team and department goals, meeting of customer satisfaction goals as well as quality and financial outcomes.

• (60%) Tier 2 Support:
  Responding to incoming calls, pages or trouble tickets and working within defined Service Level Agreements (SLAs), provide in person and or remote analysis, diagnosis and resolution/escalation for issues with the end-user compute environment, including hardware, related operating systems and software. Thoroughly document investigation findings and resolution within the service desk ticketing system and create/update knowledge-base articles when appropriate.
• (20%) Projects/Requests:
  Participate in and contribute to various project team and IT request efforts, following general guidance and direction.
• (20%) Inventory Management:
  Within established standards and guidelines, independently assess and analyze customer needs, identify the need for, order, acquire and facilitate the distribution of end-user compute equipment, updating required inventory and budget tracking systems as necessary. Create and test installations of operating system images and various applications.

Assist in the support processes for organization-wide end-user device management, including monitoring, software upgrades and disaster recovery.

Ensure security and privacy compliance according to established policies and guidelines.

Promotes the development, analysis, and implementation of the performance improvement process.

Participates in system/project/hospital/department teams and/or committees as needed. Attends and participates in meetings as required.

Provides IT support, including coordination of third party assistance when necessary, to the organization for individual/office/department installs and moves as assigned.

Participate in an on call rotation to cover nights, weekends and holidays.

N/A

Associate’s degree is required

Bachelor’s degree from an accredited university or college in Computer/Information Science/Business and five (5) years of technical experience in the field is preferred. Equivalent combination of experience and education may be considered

Good…