Address
Form of work
SalarySUMMARY:
The Desktop Support Technician is responsible for answering users’ questions, resetting passwords, swapping out the users computers as new systems are available for installation, keeping systems up to current patches levels, and keeping system documentation up to date to assist with analysis of currently owned applications and hardware. Must be knowledge of HIPAA practices to ensure patient confidentiality and data security.
DUTIES AND RESPONSIBILITIES:
Listed below are individual responsibilities of the job and are the basis for performance evaluations. These duties are divided between essential and non-essential duties - all duties are stated as essential unless indicated.
1. Answer department phones to assist users with resolving their computing issues including resetting passwords and assisting with standard system programs, such as Microsoft Office, CareConnect EMR and FUJI PACS system, resolving printing or scanning issues
2. Document all incoming service requests in the in-house ticketing system to better document response time and problem resolution statistics.
3. Must be proficient with Microsoft Active Directory, Group Policies, Print Servers.
4. Maintain accurate inventory of end-user computer systems and ensure they are up to date with operating system patches.
5. Assist users with resolving their computing issues – assisting with standard system programs, and learning new applications such as the CareConnect EMR and PACS system, to assist users with their questions.
6. Work with I.T. Manager and Systems Administrator to determine what departments are eligible for system upgrades, help determine appropriate replacement systems, and assist with obtaining price quotes, for replacement systems.
7. Document all incoming service requests in the in-house ticketing system to better document response time and problem resolution statistics.
8. Monitor system logs to determine any system vulnerabilities and develop appropriate patch sessions to alleviate problems.
9. Assist System Administrator or I.T. manager to push out the operating system and application patches to keep the systems secure from documented vulnerabilities utilizing LanDesk as the primary push tool.
10. Ability to set priorities and manage competing objectives
11. Configure, install and maintain upgraded systems in all departments as required to maintain superior end-user functionality.
12. Accurately document system deployment, including network IP address utilization with standardized system names to enhance troubleshooting during emergency operations.
13. Assist new users with initial logins, understanding basic data flows, accessing telephones and other equipment at a typical desktop.
14. Assist other departmental users in understanding the systems at their disposal and utilizing the technology to increase efficiency.
15. Work with remote users to upgrade their home or “BYOD” (Bring your own device) systems to meet required minimum specifications such as but not limited to autoupdate operating systems, encryption, current antivirus protection, password screen protectors.
16. Assist Foundation with keeping LFCC auditorium system functional, and provide backup support for staff that may set up events.
17. Image new computers for deployment using Ivanti Landesk
18. Assist System Administrator or I.T Manager with any issues pertaining to the security card access system, security camera monitoring system
19. Other duties as assigned.
QUALIFICATION REQUIREMENTS:
- Well-versed with Microsoft Active Directory
- High School or GED required. Bachelor’s Degree preferred
- 3 to 5 years experience in a similar technical support role
- Superior analytical and problem-solving capabilities
- Personable, able to get along with those they will work with during troubleshooting
