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PC Desktop Support Technician

The IT Desktop Technician will assist with performing the daily operational activities, providing front-line technical services. Responsibilities of the IT Desktop Technician include triaging, diagnosing, and investigating incidents/service requests, resolving incidents/service requests when possible, escalating tickets when appropriate, coordinating communications between team members and customer, closing resolved incidents/requests, and ensuring thorough documentation of relevant details including the steps taken during investigation and resolution. The IT Desktop Technician will assist with maintaining, analyzing, repairing, and performing upgrades to computer systems, telecommunication devices, printers, fax machines, mobile devices, and other peripherals managed by the department while ensuring optimal performance and quality.

ESSENTIAL JOB FUNCTIONS

+ Responsible for service operations ITSM process, with emphasis on incident/request management and problem management; ensures that IT incidents and service requests are resolved in accordance with service level targets and meets customer expectations; provides solutions while investigating problems.

+ Deploys, installs, and configures hardware in accordance with department standards.

+ Executes incident management processes, including analyzing and resolving hardware and software issues; maintains, analyzes, repairs, and performs upgrades to resolve incidents involving computer systems, telecommunication, printers, fax machines, mobile devices, and other peripherals managed by the department.

+ Initial contact for IT support for internet access problems, application support, and network connectivity, along with other computer workstation components.

+ Executes access management and request fulfillment processes, reviewing request to ensure adherence to established policies and procedures, communicates with customers to set expectations, provides recommendations, and obtains necessary approvals prior to fulfillment or escalation.

+ Manages password reset validation requests from end-users; assets with password resets upon validation or assigns request upon validating and documenting method of validation.

+ Manages, responds to, and assigns requests and incident; escalates incidents and services requests to other support teams members and vendor resources as issues, risks, and/or permission limitations are identified.

+ Demonstrates strong analytical and problem solving skills while working well both independently and in collaborating with others to complete assignments to meet deadlines, delivering quality results, and following policies and procedures.

+ Thoroughly communicates progress and information with customers and team members in the form of verbal and written communication, including capturing in service management systems the details of the incident/request, steps taken during investigation, and method of resolution.

+ Provides end-use education on the use of information systems; monitors and reports needs for additional education.

+ Participates in efforts to review business needs, evaluate and identify solutions, engage in activities to upgrade or deploy new technology, and update service catalogue and define service levels when new services are supported.

+ Maintains information systems hardware and software inventory.

+ Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers.

+ Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision.

+ Provides exceptional customer service in person, on the phone, or via email as appropriate.

+ Maintain a high level of employee morale within the team.

+ Attends and participates in meetings, committees, and training sessions as directed by Director of Information Technology.

+ Ability to work a flexible schedule, including flexibility to provide on call support.

+ Abide by facility Code of Conduct and HIPAA compliance.

+ Perform additional duties as assigned.

TRAINING/EXPERIENCE

+ Help desk experience preferred.

+ Experience with Microsoft Office, Windows, Windows Server, Remote Desktop, Active Directory and Exchange, printer/peripheral device troubleshooting, and support for mobile devices and tablets.

+ Knowledge in the area of PC hardware and components, including desktops, laptops, mobile devices, printers, and other peripherals that connect to these devices.

+ Familiar with PCs, related software, and operating systems.

+ Experience troubleshooting connectivity issues and conducting/troubleshooting system diagnostics.

+ Experience developing and deploying PC images and application packages.

+ Experience with service management and asset management systems a plus.

+ Excellent interpersonal, communication, and written documentation skills.

+ Must have the ability to speak, interpret and follow verbal and written instructions in English.

+ Strong problem solving and analytical skills.

EDUCATION/CERTIFICATION/LICENSE

+ Associate’s degree in Computer Science or related field preferred.

AHMC- Seton Medical Center has a long tradition of providing patient-centered, quality care and a commitment to clinical excellence and our community. Founded in 1893, the 357-bed medical center now serves 1.5 million residents of San Francisco and northern San Mateo County with comprehensive inpatient and outpatient medical specialties, as well as emergency and urgent care services. Its sister facility, Seton Coastside, is a 116-bed skilled nursing complex offering inpatient care and the only 24-hour standby Emergency Department on the Pacific Coast between Daly City and Santa Cruz. We pride ourselves on improving the health and well-being of our patients, community, and populations, we serve with high quality community partnerships, and continuous innovation to our health care delivery system and this is why we need caring, committed people on our team - like you. Join us on our mission to deliver the safest and highest quality patient-centered care

iCIMS Assigned Requisition ID: req10568

Shift: Days

External Company Name: AHMC Healthcare

Street: 1900 Sullivan Ave