Technical Support Specialist ; Desktop Support

Job Overview

This position will provide hardware and software technical support to VMC departments and clinics and provide detailed troubleshooting documentation.

• Minimum one (1) year of technical school or similar experience may replace schooling, required.
• Minimum one (1) year experience troubleshooting Wintel PCs and iOS / Apple products, required.
• Minimum one (1) year experience troubleshooting in a Customer Service or Help Desk Support role.
• Demonstrated ability to install and repair PC hardware, software, printers, PC peripherals and related equipment via ticketing system.
• Minimum one (1) year experience with the installation or management of Windows Networks, required.
• Experience with installation and support of PC, laptop, tablet and mobile hardware and software via remote management, required.
• CompTIA A+ or CompTIA ITF+, required.

• Experience with currently installed computer and telephone equipment, operating systems, PC peripherals and desktop applications.
• Ability to work independently and in teams with exceptional customer service, troubleshooting, communication, and organizational skills.
• Install, configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications peripherals.
• Diligent, results-oriented work habits. Ability to diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
• Ability to set priorities, produce accurate work, and meet deadlines; ability to function in a setting with a wide variety of duties and numerous interruptions.
• Demonstrated ability to understand and follow detailed instructions.
• Experience with VDI, Citrix, or other virtual desktop technologies a plus.

Requires the ability to move PCs and printers weighing up to 50 lbs. Can tolerate all aspects of a hospital environment specifically in an operating room setting. Requires planning, organizing, and working on multiple tasks at one time. Tolerates ambiguity in instructions and work situations.

• High level independent and team PC troubleshooting skills.
• Able to troubleshoot complicated, integrated systems.
• Detailed documentation and organization skills.
• Prepares for new and changed systems and operating environment by completing training programs as required.
• Understands current and emerging technologies and health care trends.
• Reports all compromises of security or information to Manager /Supervisor immediately.
• Completes assigned tasks within designated time frames.
• Operates equipment following established procedures.
• Troubleshoots all hardware and software problems, taking appropriate corrective action, or escalates trouble ticket to Supervisor or analyst. Follows up on all problems ensuring prompt resolution.
• Restarts or replaces defective devices as quickly as possible.
• Documents all problems and their resolution according to department procedure. Updates, creates, assigns, follows-up, and closes open trouble tickets as needed.
• Answers, logs, and follows up on all tickets assigned to queue.

• Escalates technical trouble calls to technical support staff or appropriate resource.
• Track equipment for RMA and work orders.
• Assists users with basic usability issues.
• Maintains a trouble call clearance rate in accordance with departmental standards.
• Maintain/update customer and equipment database records as well as tracks user problems for trends.
• Maintains supplies as needed for production.