DESKTOP SUPPORT TECHNICIAN

The Desktop Technician’s role is to provide a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. The Desktop Support Technician is the second level technical support technician whose role requires resolving technical issues that are not able to be resolved at the first level of support. The candidate will be required to apply a strong technical background as well as excellent customer service skills in order to effectively resolve customer issues.

Essential Job Functions

• Technical Consultation
  • Provides technical consultation to departments on the appropriate equipment
  • Arrange for repair service by contacting and reporting hardware failures to contracted services.
  • Ability to read, analyze, and interpret technical journals and publications.
• Hardware Support
  • Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
  • Installs PC hardware, printers, WOWs, and software products.
  • Perform repairs to PCs, peripheral equipment and any other IT Supported Hardware
  • Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
  • Answer to and perform moves, adds, and changes requests
  • Develop and maintain an inventory of all PCs, Laptops, monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
  • Provide management of all Assets including updating any associated databases as well as tagging equipment and/or software as required. Strict adherence to Asset Management Inventory Process.
  • Ability and willingness to work outside of normal business hours to accomplish special implementations
• Support Center Support
  • Provides Level 1 (backup) and 2 IT Support Center support on end-user issues
  • Utilizes Support Center software applications to manage problem identification, escalation, and resolution.
  • Ability and willingness to work on-call responsibilities, including nights and weekends
• User Management
  • Provides instruction to end-user in the use of hardware, personal computer operating systems, and approved software products.
• System Management
  • Perform system and infrastructure monitoring.
  • Provides assistance in monitoring and maintaining PC data integrity.
• Project Participation
  • Perform as a team member on Excela Health IT Projects, as needed.
• Other duties as assigned.

Required Qualifications

• Associate's Degree or level of knowledge equivalent to that ordinarily acquired through the completion of a vocational training program in Computer Technology or related field.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.

• Functional Skills on PC and Related Software (Microsoft Office).
• Knowledge of basic Office Equipment such as copier, fax machine, etc.
• Proficiency in the use of Excel Spreadsheets, PowerPoint and various software programs.
• Proficiency in Microsoft Office including Outlook.
• Excellent communication, interpersonal and organizational skills.
• Ability to follow directions from other team members; works independently assigned duties.
• Ability to communicate with all members of the health care team.
• Ability to multi-task and prioritize assignments.

• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current protocols, operating systems, and standards.

Preferred Qualifications

• CompTIA A /N Certification a plus; Microsoft Certification desired
• Minimum of three (3) years technical experience with resolving IT Helpdesk issues involving hardware and desktop software No preferred qualifications.

License, Certification & Clearances

• Act 34-PA Criminal Record Check from the PA State Police system

Supervisory Responsibilities

• This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department.

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between Excela Health locations.

LEAN

• Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.

AAP/EEO

• Excela Health is an Equal Opportunity Employer. It is the policy of Excela Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non-job related disability, veteran status, or genetic information, or any other protected class. Excela Health will conform to the spirit as well as the letter of all applicable laws and regulations.
• Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart below.

Work Environment

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.