IT Desktop Technician III- LCOH, IS&T

UCHealth - Mason, OH

Full-time - Entry Level

Mason, OH

Hospitals

About the position

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable and diverse place of employment. The IT Desktop Technician 3 is a very hands-on member of the infrastructure team responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service along with excellent verbal/written communication skills. Using effective communication, technical, and analytical skills, IT Desktop Technician 3 will participate in projects, provide technical support including maintenance and upgrading of desktops and laptops. IT Desktop Technician 3 will develop and maintain positive working relationships with all internal and external customers and vendors. IT Desktop Technician 3 will coordinate the installation, maintenance, and technical support of all UC Health desktop software and hardware. IT Desktop Technician 3 will provide technical expertise and support to the end user with primary focus on support of Windows OS, MS Office Suite, UC Health supported browsers and application software.

Responsibilities

• Monitors the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Meets or exceeds SLAs defined by IS&T leadership.
• Uses technology tools to resolve problems and responds quickly to reported issues.
• Listens to the end-user and asks insightful questions to determine the problem.
• Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution.
• Works with IS&T staff members and users to resolve system problems in a timely fashion.
• Acts as a technical resource for IT Desktop Technician 1 and Technician 2 during and after shift hours.
• Provides on-the-job training for newly hired technicians.
• Coordinates queue assignments among technician groups.
• Installs, tests, and deploys hardware and software.
• Assesses equipment warranty status, and coordinates RMAs, and any related discrepancies.
• Monitors and maintains records regarding installation and maintenance of current hardware and software.
• Follows installation and inventory guidelines of the IS&T department.
• Interacts with technicians and other IS&T support staff to identify system/network problems.
• Utilizes the Help Desk Call Ticketing system to gather, organize, and track information.
• Uses the Internet, Handbooks, Vendors, and Resource guides to assist in pinpointing problems as quickly as possible.
• Performs proactive rounding of hardware like MCPs, bar code scanners, etc. to help manage device fleet and conduct related user training.
• Works with IS&T staff, department representatives, and vendors as necessary to provide technical support; installation, upgrade, and maintenance of new and current systems within UC Health.
• Maintains site inventory of equipment and requests from the central stockroom as needed.

Requirements

• Associate's degree in IS&T or related field (Bachelor's degree preferred).
• 2 years of equivalent experience can substitute for an Associate's degree plus 4 years of work experience.
• CompTIA A+ certification preferred.
• 4 years equivalent experience.

Nice-to-haves

• MS Modern Desktop Administrator Associate certification.

Benefits

• On-the-job training