Desk Side Project Technician

Nemours is seeking a Desk Side Project Technician to join our Nemours Children's Health team in Wilmington, Delaware.

The Project Technician provides technology support for new construction initiatives, associate/department moves, new technology implementation activities and support of complex end user systems such as Get Well entertainment and workstation on wheels.    The role will focus on end user needs that include new technology reviews/recommendations, technology testing, and end user equipment deployments for new services, facilities and department renovations.

Reporting to the DE Desk Side Manager, the Project technician works as part of a team providing desktop support services.   This includes installing, repairing, upgrading, replacing and maintaining hardware/software and peripheral equipment.  Support responsibilities include patient facing entertainment systems, performing PC upgrades/replacements, equipment moves, hardware installations, technology configuration & deployment along with providing roll out support for locally installed software solutions. 

The Project Technician must provide exceptional customer service, strong Operating System understanding and able to work in a demanding clinical environment.  Collaborating with other IS teams in providing advanced Desk Side technology support is fundamental.   Quality craftsmanship with wire management expertise is expected. Strong PC level technology expertise, imaging and troubleshooting is expected. 

• Install and deploy desktop related equipment and software (PCs, peripherals, laptops, printers, mobile devices, phones, scanners, work station on wheels, standard/nonstandard local software including but not limited to MS Office, Visio, Adobe)
• Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner
• Participate in after-hours support activities as required. 
• Accurately document tickets for instances of hardware installation, and removal.  Partner with Service Desk to transfer knowledge to Tier one for improved First Contact Resolution. 
• Provide on premise support for all Nemours locations as assigned.  Perform equipment relocation as needed.
• Adhere to Asset management processes to insure accurate recording of company resources from receipt, to configuration and ultimately delivery of assets including adhering to the Asset Disposal policy.   
• Maintain strong expert level knowledge & understanding of current operating systems, network, printing, including an understanding of clinical workflows and how hardware interacts with systems.
• Work with all areas of Information Systems to improve processes and communication.
• Assist in the development of team goals and actively support them.
• Partner with Desk Side Operations team in transition of support function for new technology, new departments & locations.
• Create and maintain troubleshooting support documentation, work instructions, and standard operating procedures to provide clear workflows and repeatable quality outcomes.

Job Requirements

• Associate's Degree preferred, however, equivalent work experience may be accepted in lieu of degree.
• Minimum of one (1) to three (3) years experience required.
• Clear, analytical thinking driving towards problem resolution
• Possess Excellent customer service skills
• Adaptable to new technologies and process initiatives
• Detail oriented
• Strong Team Player
• Technology oriented and well versed

As one of the nation's premier pediatric health care systems, we've made a promise to do whatever it takes to prevent and treat even the most disabling childhood conditions. It's a promise that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention.

Equity, diversity, and inclusion guide our growth and strategy.  We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive environment.  All Nemours Associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.  

Nemours aspires to have its workforce and providers reflect the rich diversity of the communities we serve.  Candidates of diverse backgrounds, race and ethnicity, religion, age, gender, sexual orientation, and those committed to working with diverse populations and conversant in multicultural values are strongly encouraged to apply. Please click here to review Nemours Anti-Racism Statement (nemours.org). 

To learn more about Nemours and our commitment to treat every child as if they were our own, visit us at www.nemours.org.