Desktop Support Technician II

Training hours are Monday–Friday, 8:00 AM–5:00 PM. Upon completion of training, the regular shift will be 7:00 PM–4:00 AM.

Summary:

The Desktop Support Technician II role is responsible for providing advanced technical support for installing, maintaining, and troubleshooting computer equipment, software applications, printers, and peripherals. This role addresses more complex technical issues and assists with escalated requests from Desktop Support Technician I and end-users. The technician is also responsible for account and asset management, system monitoring, and ensuring full compliance with healthcare IT security standards, including HIPAA regulations. In this role, the Desktop Support Technician II will also help maintain network and telephony systems, providing more advanced diagnostics and repair. The technician will contribute to system performance monitoring, promptly responding to alerts, and working closely with the security team to enforce data protection measures. The role encompasses a broad range of technical support tasks, including but not limited to advanced troubleshooting of hardware, software, and connectivity issues, user account management, network diagnostics and telephony system support, and system upgrades, asset management, and documentation.

Essential Job Functions and Responsibilities:

Advanced Technical Support:

• Serve as the escalation point for complex issues unresolved by Desktop Support Technician I, providing advanced diagnostics and troubleshooting.
• Troubleshoot and resolve issues related to computer systems, applications, and network connectivity across both Windows and macOS platforms, as well as mobile devices (iOS, Android).
• Perform advanced diagnostics and repairs on network infrastructure, including connectivity issues, routers, switches, and cabling.
• Hardware and Software Installation:
• Install, configure, and support advanced computer systems, applications, and peripherals (printers, scanners, AV equipment).
• Ensure proper functionality and security of systems by deploying software updates and conducting regular system health checks.
• Provide advanced setup and configuration of telephony (PBX) systems and resolve issues related to voice communication infrastructure.
• Network and Telephony Systems Support:
• Monitor and maintain network infrastructure, resolving more complex connectivity issues (LAN/WAN), and ensuring that users have uninterrupted access to network resources.
• Assist with network upgrades and installations, including cabling and wiring for data networks within offices and between buildings.
• Document network changes and configurations thoroughly to ensure a clear record for future troubleshooting and compliance audits.
• Cybersecurity and Compliance:
• Ensure all IT activities adhere to HIPAA and other healthcare-specific data protection regulations, safeguarding personal health information (PHI).
• Collaborate with the cybersecurity team to ensure compliance with security policies, conducting vulnerability assessments and escalating potential security threats.
• Assist in implementing security patches, encryption tools, and access control mechanisms to ensure compliance with healthcare data protection standards.
• Account Management and User Provisioning:
• Manage user accounts and permissions for email, proprietary software, and phone systems. Ensure proper authorization levels are maintained and decommission accounts for former employees.
• Assist in provisioning IT resources for new hires, including system setup, hardware configuration, and network access, ensuring proper onboarding in collaboration with the People Services team.
• System Performance Monitoring and Incident Response:
• Monitor system performance, identify potential issues, and proactively resolve them before they impact end users.
• Respond to system alerts and incidents, providing prompt resolution or escalation to higher tiers as needed, adhering to defined SLAs.
• Document all relevant details regarding system incidents and their resolution in the IT service management system, contributing to a robust knowledge base.
• Collaboration and Mentorship:
• Work closely with Desktop Support Technician I to provide guidance and support in resolving escalated tickets, ensuring quick resolution.
• Assist in training and mentoring junior staff, sharing best practices, and improving first-contact resolution rates.
• Service Management and Asset Tracking:
• Manage service requests for moves, additions, and changes to the infrastructure, including user hardware and network changes.
• Maintain accurate records of assets, including hardware inventory, software licenses, and network configurations, ensuring compliance with organizational policies.
• On-Call and After-Hours Support:
• Provide after-hours support as part of a rotating on-call schedule to ensure continuous availability of IT services, especially during critical system incidents.
• Process Improvement and Automation:
• Contribute to process improvements by creating automation scripts (e.g., PowerShell) for common tasks such as system provisioning, software deployments, and diagnostics to streamline operations.
• Evaluate new technologies and provide recommendations for implementation to improve IT services' efficiency and scalability.
• Performs other duties as assigned.

Compliance:

OSHA CATEGORY DEFINITION: Category 3 - The incumbent in this position has no potential of occupational exposure.

The incumbent will have access to confidential material and is required to use discretion with this information and comply with STA Confidentiality policy.

Education, Experience, and Licensing Requirements:

• High school diploma required, Bachelor’s degree in MIS, CS, or a related field preferred.
• Minimum of 2 years of experience in desktop support, mobile computing, or network troubleshooting with progressively more responsibility.
• CompTIA A+ certification is required; Microsoft Modern Desktop Administrator, Azure Fundamentals, or equivalent certifications are preferred.
• Advanced knowledge of network server installation, switch configuration, WAN management, and PBX telephony systems.
• Experience with cloud platforms such as Microsoft Azure or similar environments is highly preferred.
• Understanding of HIPAA compliance and other healthcare data regulations is required.

Qualifications and Skills:

• Ability to troubleshoot technical issues and work through completion.
• Ability to provide a high level of customer service.
• Excellent communication skills are required. Must communicate effectively with all personnel levels and represent the organization publicly.
• Ability to work both independently and as part of a team required.
• Ability to cope with high levels of stress and able to handle a heavy workload.
• Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities.
• Current Driver’s license required.

Physical Environment / Working Conditions:

Normal office environment, travel in light and commercial aircraft, or automobile in order to meet all the

duties and responsibilities of the position.

Other:

Southwest Transplant Alliance maintains a policy of nondiscrimination with employees and applicants for employment. No aspect of employment will be influenced in any manner by race, color, religion, sex, age, national origin, physical or mental disability, genetics, sexual orientation, gender identity, gender expression, or any other basis prohibited by statute. In addition to federal law requirements, STA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the STA has staff.

Disclaimer: The preceding description is not designed to be a complete list of all duties and responsibilities required of the Director of People Services.