Desktop Support Technician

POSITION PURPOSE

Under general supervision of the Director, the Desktop Support Technician assist clients with hardware and software issues, provides on-site or remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues. Clearly communicates technical solutions in a user-friendly, professional manner; provides one-on-one end user training as needed; assists other ISD members; troubleshoots problems; passes more complex end user problems on to ISD Analysts; conducts hardware and software inventory database maintenance and reporting.

ESSENTIAL JOB FUNCTIONS

Every effort has been made to make this job description as complete as possible. However, it in no way states or implies that these are the only duties the incumbent will be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is a logical assignment to the position.

1. Displays knowledge of basic computer hardware and operating systems, such as installation, building, upgrading, repairing, configuring, troubleshooting, optimizing, diagnosing and preventive maintenance, with additional elements of security and soft skills.

2. Performs installation, configuration, diagnosis, preventive maintenance and other basic networking tasks.

3. Well-versed in common problem inquiries and able to provide immediate solutions. Develops new solutions to frequently occurring problems.

4. Responds to incoming questions in a timely manner. Researches questions and issues and resolves each interaction with customer satisfaction.

5. Tracks 100% of all customer contacts. Documents each contact thoroughly so as not to cause extra efforts by other support personnel.

6. Performs responsibilities according to the Standard Operating Procedures manual and the specified Service Level Agreement.

7. Escalates issues to second or third level support personnel when appropriate via proper escalation procedures as defined in the Help Desk Standard Operating Procedures manual. Dispatch calls to field technicians when appropriate.

8. Prepares in advance for new releases and rollouts to anticipate customer inquiries.

9. Attends scheduled meetings and in-services as required for technical and communication training and staying up-to-date with company policies and procedures.

10. Utilizes good judgment and works competently in stressful situations, always treating the customer with respect and dignity.

11. Abides by the HMH Legal Compliance Code of Conduct.

12. Maintains patient confidentiality and appropriate handling of PHI.

13. Maintains a safe work environment and reports safety concerns appropriately.

14. Performs all other related duties as required and assigned.

LATITUDE, CONTACTS/INTERACTIONS

All positions of Huntsville Memorial Hospital are part of an interdisciplinary team, and as such, participate in the care and service delivery process through effective interaction with other team members. Primarily interacts with hospital staff, medical staff, patients, and visitors.