What are the responsibilities and job description for the Desk Side PC Support Tech position at Nemours?
Nemours is seeking a Desk Side PC Support Technician (Full-Time), to join our Nemours Children's Health team in Wilmington, Delaware. The PC Technician's role is to provide daily on premise operational support and maintenance of Nemours devices. This includes end user devices, peripherals and other related desktop technologies that may be used daily and require hands on support. This position is required to install, repair, upgrade, replace and maintain hardware / software peripheral equipment. Support responsibilities also include patient facing entertainment systems, technology configuration and deployment along with providing support for locally installed software. This position will primarily receive customer incident and request tickets assigned by the Service desk. Providing daily in person support, adhering to agreed SLA's, and keeping the customer informed of actions taken to address their problem is foundational to the success of the PC Technician. The PC technician must provide exceptional customer service; have strong Operating System understanding and able to work in a demanding clinical environment. Collaborating with other IS teams in providing advance Desk Side technology support is fundamental.
- Install, maintain, and repair desktop related equipment and software (PCs, peripherals, laptops, printers, mobile devices, phones, scanners, workstation on wheels, standard / nonstandard local software including but not limited to MS Office, Visio, Adobe)
- Partner with the Desk Side Multimedia Technician in providing first line support for conference rooms including conducting room rounding and providing daily support.
- Engage and coordinate with hardware and software vendors to repair / support technology components in a timely manner.
- Participate in On-Call rotation as assigned by management, complying with the departmental on call policy. Participate in after-hours support activities as required.
- Accurately document tickets for instances of hardware failure, repair, installation, and removal. Partner with Service Desk to transfer knowledge to Tier one for improved First Contact Resolution.
- Provide on premise support for all Nemours locations as assigned. Perform equipment relocation as needed.
- Adhere to Asset management processes to ensure accurate recording of company resources from receipt, to configuration and ultimately delivery of assets including adhering to the Asset Disposal policy.
- Maintain strong expert level knowledge & understanding of current operating systems, network, printing, including an understanding of clinical workflows and how hardware interacts with systems.
- Additional responsibilities as needed. Job Requirements
- Associate's Degree preferred, however, equivalent work experience is acceptable.
- Minimum of one (1) to three (3) years experience required.
- Excellent team collaboration and interpersonal skills.
- Able to work with a minimum of supervision. #LI-EP1
