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TECHNICIAN DESKTOP SUPPORT II

**Job ID:** 9844

**BASIC FUNCTION:**

Under the general supervision of the director of technology, this position provides senior level technical support of desktop computing equipment, software and related technologies. Support includes specification, installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. The position utilizes one-on-one consultancy to end users and CCIRH IS staff. The employee in this position also assists in maintenance and testing of network servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires initiative and judgment. This position actively coaches and mentors other desktop support technicians and assists them in development of their technical skills.

**SUPERVISORY ACCOUNTABILITY:**

Coaches and mentors the desktop support technician I position.

**NATURE AND SCOPE:**

This position assists CCIRH staff with the technical support of desktop computing equipment, servers, software and related technologies.

**PRINCIPAL ACCOUNTABILITIES:**

Supports the mission, vision and values of the hospital.

Responsible for working in a safe and protective manner at all times, keeping in mind that safety and environmental hazards are the responsibility of all employees for themselves, other staff members and patients.

Assists staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Works with IS service desk and network operations staff as appropriate to determine and resolve problems received from clients.

Interacts with numerous computer platforms in a multi-layered client server environment. Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Trains and orients staff on use of hardware and software.

Recommends and/or performs upgrades on systems to ensure longevity.

Works with procurement staff to purchase hardware and software.

Assesses functional needs to determine specifications for purchases.

Orders computer supplies.

Assists in maintaining LAN/WAN records and, as appropriate, telephone systems.

Travel to among CCIRH facilities is required.

Other duties as specified.

**CORE COMPETENCIES:**

Detailed knowledge of most Microsoft applications and operating systems.

Knowledgeable of network protocols, desktop hardware configuration and printers.

Well-organized with proven ability to manage projects and meet deadlines.

Excellent speaking, listening and interpersonal skills.

Must be able to cultivate good working relationships with customers, vendors, consultants and user groups.

Ability to manage multiple tasks and prioritize actions required to quickly resolving problems.

**MINIMUM REQUIREMENTS:**

Minimum of three (3) years’ experience as a desktop support technician. A+ or other applicable certifications required. Previous networking experience providing end-user support, workstation configurations and file server configurations utilizing Windows 2000/2003 or newer. Proven track record of being well-organized and able to manage projects and meet deadlines.

**CCIRH IS A DRUG AND NICOTINE FREE WORKPLACE**

Cleveland Clinic is pleased to be an equal employment/affirmative action employer: Women/Minorities/Veterans/Individuals with Disabilities.

TECHNICIAN DESKTOP SUPPORT II

Full time
Vero Beach, FL

Published on 03/18/2021

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