Desktop Support Technician

Full time

POSITION PURPOSE
Configures and installs TIS users’ desktops and laptops. Participates in the installation and roll-out of new software packages, upgrades and new desktop hardware. Maintains desktop software and hardware. Supports mobile workforce. Provides Tier 2 support to ITS users for basic software and hardware end-user computer and desktop-based LAN systems.

• Knows, understands, incorporates, and demonstrates the Trinity Health Mission, Vision, and Values in behaviors, practices, and decisions.
• Configures and installs software for TIS users’ desktop and laptop computers.
• Installs new computer hardware (desktop, laptop, PDA, printer, etc.) at users’ locations.
• Provides desk-side end-user Tier 2 support and problem troubleshooting for simple to moderately complex issues for both hardware and desktop software.
• Assists with roll-out of new / upgraded desktop software packages.
• Assists with ongoing documentation and management of desktop systems.
• Supports mobile workforce.
• Assists end-users learn to use software, feel comfortable working in a computing environment and encourage positive communication with technical staff.
• Performs routine desktop and office network maintenance tasks.
• Troubleshoots network problems including desktop loss of connection, Internet connection problems, etc.
• Assists in physical moves of computer equipment.
• Participates in on-call support rotation as specified by management.
• Escalates issues as appropriate when troubleshooting yields no results and / or based upon severity of issue (ex. virus outbreak).
• Maintains a working knowledge of applicable Federal, State, and local laws and regulations, Trinity Health’s Integrity and Compliance Program, and Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.
• Performs other duties as assigned.

• Associate’s degree or technical institute graduate / certificate or equivalent combination of education and work experience. Bachelor’s degree preferred.
• One (1) or more years of hands on experience with knowledge of installing applications, hardware and troubleshooting techniques.
• Microsoft and / or PC certification (A+, Network+, etc.) desirable.
• Microsoft desktop operating system / applications installation and support (Microsoft Office and Outlook) experience.
• Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices preferred.
• PC Imaging experience desirable.
• Excellent communication and interpersonal skills.
• Excellent oral and writing skills for client communication and system documentation.
• Ability to troubleshoot software and hardware malfunctions.
• Ability to remain calm, helpful and productive in all situations.
• Must be comfortable operating in a collaborative, shared leadership environment.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

• Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.
• Must possess the ability to comply with Trinity Health policies and procedures.
• Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Required to be able to push/ pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.