Desktop Support Technician

City of Hope•Prescott, AZ

About The Position

About City of Hope, City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. The successful candidate: Job Overview The Desktop Support Technician’s role is to provide a single point of contact for end user requests via Help Desk assignment to receive support and maintenance within the organization’s desktop computing environment and software operations. This includes installing, diagnosing, documenting, repairing (possibly order/return equipment), maintaining, and upgrading all PC hardware, printers, phones, audio visual equipment and miscellaneous IT devices to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, via e-mail or IM) in a timely and accurate fashion and provide stakeholder assistance where required. The technician will track and communicate status, provide timely updates to the tickets and resolve all assigned tickets within SLA. The technician will work closely with Infrastructure and Application teams in support of new installations, upgrades and changes in the environment and desktop.

Requirements

An associate’s degree in the field of Computer science or Computer Engineering is required; bachelor’s degree in business administration, Management, or Information Technology preferred.
2 years of IS experience, primarily within the areas of A/V, desktop support, help desk, and hardware troubleshooting.
Working knowledge of basic computer hardware, including audio/visual equipment, desktop CPU, laptops, printers, phones, handhelds, laser printers.
2 years’ experience with Microsoft Suite of products and Microsoft operating systems
Proven excellent technical knowledge of PC and desktop hardware and internal components
Able to understand technical manuals, procedural documentation, and OEM guides.
Extensive background in troubleshooting hardware problems, including: PC components, VoIP, and networking.
Excellent customer service skills, including ability to convey key technical information to non-technical users.
Excellent team-oriented approach.
Excellent organization skills required.
Must be able to maintain composure in high stress situations and environments

Nice To Haves

IS experience within a multi-facility healthcare organization is preferred.
A+ certification preferred.
ITIL Foundations certification preferred.

Responsibilities

Receive and respond to incoming assigned tickets, calls, pages, and/or e-mails regarding audio visual support problems. Respond to desktop support tickets and requests when not working on A/V issues. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Provide assistance for new installations, upgrades, and changes in the environment and desktop. Achieve a minimum of 85% adherence to SLAs for resolution of tickets. Achieve a minimum of 85% or higher scores of 4 or more (5 point scale) from customer service feedback surveys.
Install, configure, test, maintain, monitor, and troubleshoot A/V equipment and end-user workstations and related hardware and software in order to deliver required desktop service levels. Assess the need for and implement performance upgrades to PC boxes, telephony and peripherals. Achieve 90% of standard equipment deployment within 3 business day SLA. Achieve a 90% or higher right the first time deployment (no-call backs).
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution while providing communicate of status the stakeholder and timely updates within the ticket. Ensure that all issues are tracked and documented in the ticket system. Check the system to see if a ticket has been entered and if it hasn’t, they must be documented within the following timeframe: High priority incidents (those involving system downtime) must be in the system within 15 minutes of you receiving notification. All others should be documented by the end of the business day. Notification can be made by calling the service desk at 1-877-448-1725 and giving them all the details available at that time.
Resolve all tickets within SLA. Accurately document instances of A/V and desktop equipment or component failure, repair, installation, and removal. Maintain an inventory of all monitors, keyboards, hard drives, and other components and equipment.
Participates in on-call rotation with team members on weekly/monthly basis for support coverage services acting as primary, secondary or as needed for problem support (on call refers to providing support services when called upon any hour of the day or night - 24/7) Provides and responds to on-call support per the designated time frame for Call Response and Problem Resolution SLA’s. Responds to support requests, tracks and monitors the problem and ensures timely resolution. Follows on call support, resolution and escalation procedures as per support definition. Provide 24/7 on call Support and rotate with team members on weekly/monthly basis.