About the position
The Desktop Technician III will be the main technical resource for the Field Services team and also responsible for working with other teams to resolve issues. Other main duties will be mentoring of new Technicians, maintaining documentation, and training. You will provide support for all end user computing devices including desktops, laptops, tablets, and related applications, peripherals and tools in a hospital environment. The role provides support and quality service to the client community for personal computing devices and peripherals. Employee will perform basic duties that are primarily routine, follows standard procedures and guidelines. Solve routine problems and escalates issues as needed. Normally receives clear and detailed instructions pertaining to all work assignments. Normally works under immediate supervision and/or with close direction from more experienced employees. Contact is typically informative in nature and involves the exchange of routine or factual technical information. Has the ability to communicate skills to overcome obstacles over the telephone. Ability to think critically to determine source of problems and determine resolution. Ability to install and troubleshoot MS365 products. Good verbal and written communication skills as well as analytical problem solving and planning skills for a diverse customer base including, physicians, technical and administrative staff. Excellent skills of planning, organizing, customer service, record keeping and controlling cost. Professional attire, attitude and demeanor. Must be able to maintain a neat and clean work area, and well-organized filing system. Must have a pleasant attitude and be able to work well with other (team player). Must be able to communicate information well to other staff members and end-users. Flexibility in work schedule is able to multi-task projects, handle multiple locations in stressful situations and be available for after hours projects, when required. Travels as necessary to supported sites to participate in project development, installation and servicing of new applications and upgrades. Performs other duties as required to meet departmental and organizational objectives. Determines and initiates preventative measures, such as identifying and investigating suspect software and other components. Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Monitors deviations from requirements of agreed internal and/or external levels of service and takes appropriate action. Keeps relevant staff (including users, suppliers and specialists) informed of the status of systems and services, by direct or delegated production of reports and registers on defect/problem reporting data. Verifies that agreed actions relating to problem investigation and clearance are taken within the allotted timescales. Makes decisions and gives information and advice, such as reporting on achievement of targets for incident control, in line with service level agreements. Analyzes problem management processes and advises on any improvements that could be implemented, using any tools that may be available. Participate in On-Call schedule as needed. Other duties as assigned.
Responsibilities
- Provide support for all end user computing devices including desktops, laptops, tablets, and related applications.
- Mentor new Technicians and maintain documentation.
- Train staff on technical issues and solutions.
- Troubleshoot and repair personal computer and telecommunications hardware and software.
- Communicate effectively with users and team members.
- Participate in project development, installation, and servicing of new applications and upgrades.
- Analyze problem management processes and suggest improvements.
- Monitor service levels and take appropriate action on deviations.
- Keep relevant staff informed of the status of systems and services.
- Participate in On-Call schedule as needed.
Requirements
- High School Diploma.
- Associate's Degree in Computer Technology or equivalent work experience.
- Minimum 7 years of experience in troubleshooting and repairing personal computer and telecommunications hardware and software.
- Valid driver's license.
Nice-to-haves
- Bachelor's Degree in Computer Technology.
- Microsoft Certified Desktop Professional.
- Knowledge of Apple products and other tablets, mobile devices, and non-Erlanger Standard hardware.
- Any related Computer certification or training.
