Desktop Support Technician

Introducing an exciting new opportunity: Desktop Support Technician! Be part of our rapidly growing team and make a real impact. Join us on-site in Rockford, Illinois, and help shape the future of our dynamic organization!

POSITION SUMMARY:

The Desktop Support Technician will provide systems support to all departments of the organization. The position will assist the Director of Information Technology in ensuring that all desktops, printers, phones, and other peripherals are up to date and operating normally. This position is responsible for resolving escalated support calls at the second level of contact. Administrative tasks may include answering phone calls, supporting desktop hardware and software, managing software licenses, keeping an inventory of hardware and software, and creating user guides. The Help Desk Technician reports to the Director of Information Technology.

ESSENTIAL FUNCTIONS:

• Accountable for demonstrating the qualities outlined in the “Customer Service Standards of Excellence” program when interacting with patients, their families and friends, and fellow employees.
• Supports the Director of Information Technology by installing and configuring desktop hardware and software.
• Troubleshoot and resolve issues with hardware and software.
• Provide technical support to end-users for computer issues such as password resets, software installs, and connectivity problems.
• Maintain accurate inventory for all desktop and peripheral IT hardware and software licenses.
• Responsible for entering time and expenses as they occur.
• Provide recommendations for hardware and software upgrades to improve performance and productivity.
• Provide appropriate documentation on services provided and status updates as needed.
• Collaborate with colleagues and vendors to resolve complex technical issues as they arise.
• Troubleshoot performance issues and issues with browsers and plugins.
• Resolve service tickets while completing detailed documentation listing requests for technical assistance, steps taken to resolve them, and the specific dates and users involved.
• Support conference room equipment.
• Ensure security protocols and policies are followed and implement security measures to prevent unauthorized access, loss of data, and connectivity for all applications and systems.
• Troubleshoot and resolve software and hardware user support requests related to patient technology.
• Work with multiple platforms and systems used throughout the organization.
• Perform other duties as assigned by the Director of Information Technology and his/her designee.

QUALIFICATIONS:

Education:

• High school graduate or equivalent required.
• Associate’s degree in a computer-related discipline; however, equivalent experience may substitute for education requirements.

Experience:

• Experience with the following:
  • Desktop-level environments
  • CompTIA A certification
  • Current Windows Desktop OS certification
  • Familiarity with network fundamentals (TCP/IP, DNS, DHCP), switch port configurations
  • Microsoft 10 and higher, Mac OS, and Linux a plus
  • Microsoft Office 365 products

Knowledge of:

• Multi-function devices
• Mobile devices
• Remote access support tools and solutions
• Anti-virus, anti-spam, and malware solutions
• Detection and removal of viruses and malware
• Strong customer service and troubleshooting skills
• Networked devices
• Active Directory
• VOIP systems

Ability to:

• Follow all Crusader Community Health policies and guidelines
• Support the mission of the organization
• Communicate effectively
• Speak in front of a group of people
• Troubleshoot, diagnose, and find solutions
• Prioritize in accordance with project plans and timelines
• Multitask daily
• Remain organized in a fast-paced environment
• Present facts and recommendations effectively in oral and written form
• Identify and resolve problems associated with operating system malfunctions
• Work under stressful conditions
• Frequently deploy and rearrange hardware and cables both above and below desks
• Develop training manuals, user guides, and technical documentation
• Frequently drive to and from all Crusader facilities (Driver’s License, Liability Insurance, and own transportation are required)
• Work with minimum or no supervision
• Work evenings and/or weekends as needed
• Display positive customer service skills
• Manage time effectively
• Think logically
• Show ownership of tasks and accountability to follow through
• Establish and maintain professional working relationships with all levels of staff, vendors, and patients
• Be detail-oriented
• Be part of a team-unit and cooperate in the accomplishment of departmental goals and organizational objectives
• Be determined and self-motivated