Desktop Technician I-Information Systems

Job Description:

Education:

Required: Associate’s degree in IT related field or an additional one (1) year of applicable IT experience in lieu of associate’s degree
Preferred: Bachelor’s degree in an IT related field

Licensure/Certification:

Required: Valid CA driver license; CompTIA A+, or equivalent, within six (6) months of hire/promotion

Experience:

Required: One (1) year of experience as Desktop Technician or equivalent role or two (2) years of experience as a Desktop Technician or equivalent role in lieu of degree or completion of Desktop Technician rotation in EMC IT Apprentice program
Preferred: IT Service Desk experience in healthcare

Essential Responsibilities:

• Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and reports suspected violations.
• Utilizes entry-level knowledge to evaluate and resolve IT issues while learning industry best practices and standards.
• Installs, configures, and maintains desktop computers, laptops, monitors, printers, mobile devices, and other peripheral devices; encompasses the entire lifecycle of devices including proper retirement of equipment.
• Active directory and group policy management for IT desktop objects, including workstations and auto-logon accounts.
• Installs and configures operating systems, software applications, and drivers.
• Provides basic troubleshooting and support for software/hardware related issues and performs repairs or replacements as necessary.
• Responds to help desk tickets and inquiries from end-users regarding desktop hardware and software issues.
• Provides initial diagnosis and resolution or escalates issues to Desktop Technician II support as necessary.
• Assists in performing routine updates, patches, and maintenance tasks on desktop systems to ensure security and optimal performance.
• Maintains accurate records of hardware and software inventory; labels and stores equipment as needed.
• Documents troubleshooting steps and resolutions for future reference.
• Assists users with basic IT tasks and provide training on how to use hardware and software effectively.
• Assists in troubleshooting basic network connectivity issues such as verifying cable connections and IP configurations.
• Installs, troubleshoots, and maintains PC and client applications.
• Maintains performance metrics for the role; closes a minimum number of tickets per week as directed by leadership.
• Advises Information Systems leadership of any issues that could relate to customer satisfaction.
• Keeps all tools clean and in a secured (stored) environment when not in use.
• Keeps desktop area neat and clean; this includes all storage areas, bench and personal space.
• Performs other duties as assigned.

Essential Skils:

• Ability to learn and be coached
• Self-starter; driven to take action without needing prompting
• Writing skills for the creation of application installations, knowledge base articles and other procedures
• Knowledge of Windows Event logs and the idea/concept of application log file
• Ability to ask clarifying questions and review documents for accuracy
• Knowledge of current/past Windows Operating System, Microsoft Office Suite, and other common Windows based software; exposure to Mac may be intermittent
• Ability to prioritize tasks and manage time efficiently to meet deadlines
• Ability to create and maintain positive interpersonal relations with peers, staff, leaders and vendors
• Ability to effectively communicate in a positive and professional manner
• General awareness of applications and concepts such as Active Directory, DHCP, DNS, Group Policy, WSUS, PXE, Endpoint Encryption, Citrix, VMware vSphere, P2V, P2P, DLP, hardware independent imaging, sysprep, WAIK, Ivanti, Single Sign On, Active Administrator, networking, scripting, Linux, printers, workstation security, IT security ideas, VPN, remote access, automated software distribution and other enterprise class tools