Sr Desktop Support Tech

Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

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…