Desktop Support Technician

The IS Desktop Support Technician provides courteous and timely support for workstations, software, and peripherals across multiple Gillette Children locations. This role includes the installation, diagnosis, repair, maintenance, and upgrading of all PC hardware and associated equipment to ensure optimal workstation performance. The Desktop Support Technician is responsible for troubleshooting problem areas (remotely using remote tools, in person, by telephone, or via email) promptly and accurately, providing end-user assistance as needed.

In addition, this position plays a crucial role in supporting the Clinical Application Support Specialist by collaborating on troubleshooting and resolving application-specific issues, ensuring seamless integration of clinical applications with desktop environments. The Desktop Technician will work closely with clinical staff to facilitate the efficient use of technology in clinical settings, contributing to the overall mission of enhancing patient care through reliable IT support.

Compensation & Benefits

The hourly wage for this opportunity is $30.42/hour to $45.62/hour, with a median wage of $38.02/hour. Pay is dependent on several factors including relevant work experience, education, certification & licensure, and internal equity. Hourly pay is just one part of the compensation package for employees. Gillette supports career progression and offers a competitive benefits package that includes a retirement savings match, tuition and certification reimbursement, paid time off, and health and wellness benefits for .5 FTE and above.

Qualifications

Required

• Minimum of 2 years of technical assistance experience with resolving issues related to computer hardware (laptops, desktops, tablets, etc.), thin clients, connectivity/medical devices, scanners, conference AV equipment, cellular, mobile devices, and VOIP phones, and corporate cellular phones.
• Proficient with enterprise applications including Microsoft products, OneDrive, OneNote, SharePoint, and browsers.
• Valid driver's license and good driving record with the ability to travel to Twin Cities-based Gillette locations as needed with potential infrequent travel to the Greater MN locations.

Preferred

• CompTIA A+ certification.
• Other related Microsoft or network certifications.
• Familiarity with Intune and AirWatch, along with general MDM knowledge.

Knowledge, Skills and Abilities

• Strong knowledge of Microsoft environments, including Windows operating systems, Office suite, and Active Directory.
• Demonstrated ability to diagnose and resolve technical issues efficiently.
• Critical thinking skills for troubleshooting end-user issues.
• Ability to resolve complex technical problems.
• Critical thinking skills & troubleshooting end-user issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Maintain professionalism under pressure.
• Keep a positive attitude while working with frequent interruptions.
• Proven experience working in a team-oriented environment, with a willingness to collaborate and share knowledge.
• Commitment to providing high-quality customer service and support.
• Strong organizational skills to complete assigned tasks in a timely fashion.
• Ability to work with users who may be frustrated or upset about outages or system usage.
• Provide timely and consistent customer service.
• Strong communication skills and a professional demeanor.
• Excellent customer service skills.
• Ability to prioritize tasks based on ticket priority and customer/patient impact.
• Perform other duties as required to support the users or assist with IS department projects or goals.
• Creative and willing to learn and assist with special-purpose software as required.

At Gillette Children's, we foster a culture where every team member feels a sense of belonging and purpose. We are dedicated to building an environment where all feel welcomed, respected, and supported. Our values are embedded at the heart of our culture. We act first from love, embrace the bigger picture, and work side-by-side with our patients, families, and colleagues to help every child create their own story. Together, we work to ensure patients of all backgrounds and abilities reach their full potential.

Gillette Childrens is an equal opportunity employer and will not discriminate against any employee or applicant for employment because of an individuals race, color, creed, sex, religion, national origin, age, disability, marital status, familial status, genetic information, status with regard to public assistance, sexual orientation or gender identity, military status or any other class protected by federal, state or local laws.

Gillette Children's is a global beacon of care for patients with brain, bone and movement conditions that start in childhood. Our research, treatment and supportive technologies enable every child to lead a full life defined by their dreams, not their diagnoses.

To learn more about working at Gillette Childrens, please visit https://www.gillettechildrens.org/careers.

Gillette Childrens participates in the U.S. Department of Homeland Security (DHS) E-Verify program which is an internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. If E-Verify cannot confirm that you are authorized to work, Gillette will give you written instructions and an opportunity to contact DHS or the Social Security Administration (SSA) to resolve the issue before Gillette takes any further action. Please visit https://www.e-verify.gov/ for further details regarding e-verify.