Desktop Support Tech I
| Company | The University of Kansas Hospital |
|---|---|
| Location | Leawood, KS, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Associates Degree in Technology related field or 1 year of experience in lieu of Associates Degree
- High School Graduate or GED
Responsibilities
- Assisting users with the installation, configuration, and ongoing usability of supported computing platforms, peripheral devices and software
- Assisting users over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner
- Working with third-party vendors to resolve technical problems with desktop computing equipment and software
- Obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk tracking system
- Maintaining an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the HITS department
- Participating in Hospital technology projects as assigned
- Maintaining an accurate accounting of time spent on end user issues and on HITS projects
- Demonstrating competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs)
- Demonstrating competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I
- Demonstrating competence in documenting trouble ticket resolutions with a keen attention to detail, maintaining Hospital knowledgebase articles and actively participating in maintaining support policies and procedures
- Demonstrating the ability to manage time and resources in the best interest of the Hospital
- Demonstrating competence in compiling data to maintain inventory, purchasing, shipping and other records
- Identifying opportunities for training that would improve productivity and proficiency within the department or within the Hospital
- Training end users on basic hardware, software and network resources, on a one-on-one basis
- Providing on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas
- Participating in on-call rotation to provide end user support during off hours, holidays and weekends
- Demonstrating a willingness to work in a team-oriented, collaborative environment
- Performing the professional, clinical and or technical competencies of the assigned unit or department
Preferred Qualifications
- Training or experience in Windows operating system and/or Apple ecosystems
- Experience in face to face or online customer service/support