What are the responsibilities and job description for the Desktop Support Tech (Associate, Mid, or Sr.) position at Penn Medicine, University of Pennsylvania Health System?
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Corporate Services
Department: IS-HUP
Location: HUP - 3400 Spruce Street
Hours: 8:30am to 5 pm Monday - Friday, In Office
The Sr. Desktop Support Technician:
Responsible for daily, on-going, and long-term support of all HUP Perioperative Services technology needs. This includes computers, mobile devices, conference room equipment (including video conferencing). Will work with the Periop IS Manager / Designee in resolving issues and assessing future needs and strategies to ensure uninterrupted technical operations. Will liaise with appropriate Information Services teams in the delivery of services to HUP Perioperative Services.
Accountabilities
Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
Troubleshoots Audio/Visual system integrations within Operating Room spaces.
Assists with laser/scope setup for operating room cases, as well as in-case troubleshooting
Interfaces with vendor for A/V system repairs/troubleshooting/scheduling
Troubleshoots Laparoscopic hardware inclusive of Olympus, Storz, Stryker before and during Operating Room procedures
Proficient with Smartphones from Apple and Samsung, as well as necessary security software
Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc)
May perform executive management (VIP users) support duties
Oversee complex technical issues for the team and work with appropriate teams on solutions as needed
This position will require strong technical and analytical skills
demonstrated knowledge of the use of technology
Demonstrated ability to work independently, and on
multiple projects simultaneously
demonstrated ability to learn and use new technology
MCDST/A certification(s) preferred but not required
Improvising solutions where none are known while adhering to UPHS standards
Will assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise
Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
Assists in instructing customers in the operation and maintenance of systems/equipment.
Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
Updates tickets and assignments according to established procedures.
Participates in on-call rotation as assigned.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
The Desktop Support Technician:
Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
Assists in instructing customers in the operation and maintenance of systems/equipment.
Acts as a liaison with customers on administrative and technical matters for assigned projects.
Performs analyses and prepares reports on system problem trends and issues.
Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
Updates tickets and assignments according to established procedures.
Participates in on-call rotation as assigned.
Performs other duties as assigned.
Accountabilities
Delivers customer service to IS clients seamlessly across system boundaries.
Ensures safety, confidentiality & security of employee and Patient data.
Promptly identifies, documents, and resolves problems with system functionality.
Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.
Excellent interpersonal & communication skills to work with users, fellow team mates and management.
Good organization & time management skills.
Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion.
Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements.
Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems.
Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes.
Demonstrates analytical and problem solving skills. Ability to solve non-complex hardware and equipment problems.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Associate Desktop Support Technician
Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
Assists in instructing customers in the operation and maintenance of systems/equipment.
Acts as a liaison with customers on administrative and technical matters for assigned projects.
Performs analyses and prepares reports on system problem trends and issues.
Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
Updates tickets and assignments according to established procedures.
Participates in on-call rotation as assigned.
Performs other duties as assigned.
Accountabilities
Delivers customer service to IS clients seamlessly across system boundaries
Ensures safety, confidentiality & security of employee and Patient data
Promptly identifies, documents, and resolves problems with system functionality
Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration
Excellent interpersonal & communication skills to work with users, fellow team mates and management.
Good organization & time management skills.
Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion,
Participates in Entity and Department wide initiatives for Patient /Employee safety
Demonstrates an awareness of patient employee safety when carrying out daily responsibilities of their position.
Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements
Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems
Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes
Ability to solve non-complex hardware and equipment problems.
Demonstrates analytical and problem solving skills.
Minimum Requirements
Required Education and Experience
The Sr. Desktop Support Technician:
H.S. Diploma/GED Is Required (Associates Is Preferred)
5 years of field support experience is required
Required Skills And Abilities
Demonstrated experience in the development and implementation of custom & packaged software projects
Must be experienced in evaluating 3rd party software products
Expert knowledge of application development and operating systems
The ability to deliver clear and concise communications, both orally and in writing
Strong interpersonal skills. Must be able to work as a Team with Management, Mechanics and Vendors
Must be able to work independently and identify work priorities
The Desktop Support Technician:
H.S. Diploma/GED is required
3 years of field support experience is required
Required Skills And Abilities
Demonstrated customer service skills
Ability to communicate effectively with all levels of staff
Ability to implement process improvements
Experience working with Health System hardware, software and equipment products
Experience working with Health System process and/or system design concepts
Experience working with appropriate programming languages, operating systems and software
Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment
Must be able to function as part of a team providing a high level of quality service to clients
The Associate Desktop Support Technician:
High school diploma or GED required.
Completion of an approved apprentice program or one year of similar experience.
Prior experience in dealing with customers (retail sales, hospitality or similar) strongly preferred.
Required Skills And Abilities
Experience working with Health System hardware/software and equipment products
Experience working with Health System process and/or system design concepts
Experience working with appropriate programming languages, operating systems and software
Strong customer service orientation and ability to follow through issues to resolution.
Ability to interact with all levels of Health System personnel to include: IT management staff, consulting staff, clinicians, clinical administrators, etc.
Familiar with process improvement.
Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment required.
Must be able to function as part of a team providing a high level of quality service to clients
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Corporate Services
Department: IS-HUP
Location: HUP - 3400 Spruce Street
Hours: 8:30am to 5 pm Monday - Friday, In Office
The Sr. Desktop Support Technician:
Responsible for daily, on-going, and long-term support of all HUP Perioperative Services technology needs. This includes computers, mobile devices, conference room equipment (including video conferencing). Will work with the Periop IS Manager / Designee in resolving issues and assessing future needs and strategies to ensure uninterrupted technical operations. Will liaise with appropriate Information Services teams in the delivery of services to HUP Perioperative Services.
Accountabilities
Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
Troubleshoots Audio/Visual system integrations within Operating Room spaces.
Assists with laser/scope setup for operating room cases, as well as in-case troubleshooting
Interfaces with vendor for A/V system repairs/troubleshooting/scheduling
Troubleshoots Laparoscopic hardware inclusive of Olympus, Storz, Stryker before and during Operating Room procedures
Proficient with Smartphones from Apple and Samsung, as well as necessary security software
Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc)
May perform executive management (VIP users) support duties
Oversee complex technical issues for the team and work with appropriate teams on solutions as needed
This position will require strong technical and analytical skills
demonstrated knowledge of the use of technology
Demonstrated ability to work independently, and on
multiple projects simultaneously
demonstrated ability to learn and use new technology
MCDST/A certification(s) preferred but not required
Improvising solutions where none are known while adhering to UPHS standards
Will assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise
Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
Assists in instructing customers in the operation and maintenance of systems/equipment.
Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
Updates tickets and assignments according to established procedures.
Participates in on-call rotation as assigned.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
The Desktop Support Technician:
Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
Assists in instructing customers in the operation and maintenance of systems/equipment.
Acts as a liaison with customers on administrative and technical matters for assigned projects.
Performs analyses and prepares reports on system problem trends and issues.
Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
Updates tickets and assignments according to established procedures.
Participates in on-call rotation as assigned.
Performs other duties as assigned.
Accountabilities
Delivers customer service to IS clients seamlessly across system boundaries.
Ensures safety, confidentiality & security of employee and Patient data.
Promptly identifies, documents, and resolves problems with system functionality.
Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.
Excellent interpersonal & communication skills to work with users, fellow team mates and management.
Good organization & time management skills.
Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion.
Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements.
Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems.
Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes.
Demonstrates analytical and problem solving skills. Ability to solve non-complex hardware and equipment problems.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Associate Desktop Support Technician
Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
Assists in instructing customers in the operation and maintenance of systems/equipment.
Acts as a liaison with customers on administrative and technical matters for assigned projects.
Performs analyses and prepares reports on system problem trends and issues.
Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
Updates tickets and assignments according to established procedures.
Participates in on-call rotation as assigned.
Performs other duties as assigned.
Accountabilities
Delivers customer service to IS clients seamlessly across system boundaries
Ensures safety, confidentiality & security of employee and Patient data
Promptly identifies, documents, and resolves problems with system functionality
Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration
Excellent interpersonal & communication skills to work with users, fellow team mates and management.
Good organization & time management skills.
Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion,
Participates in Entity and Department wide initiatives for Patient /Employee safety
Demonstrates an awareness of patient employee safety when carrying out daily responsibilities of their position.
Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements
Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems
Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes
Ability to solve non-complex hardware and equipment problems.
Demonstrates analytical and problem solving skills.
Minimum Requirements
Required Education and Experience
The Sr. Desktop Support Technician:
H.S. Diploma/GED Is Required (Associates Is Preferred)
5 years of field support experience is required
Required Skills And Abilities
Demonstrated experience in the development and implementation of custom & packaged software projects
Must be experienced in evaluating 3rd party software products
Expert knowledge of application development and operating systems
The ability to deliver clear and concise communications, both orally and in writing
Strong interpersonal skills. Must be able to work as a Team with Management, Mechanics and Vendors
Must be able to work independently and identify work priorities
The Desktop Support Technician:
H.S. Diploma/GED is required
3 years of field support experience is required
Required Skills And Abilities
Demonstrated customer service skills
Ability to communicate effectively with all levels of staff
Ability to implement process improvements
Experience working with Health System hardware, software and equipment products
Experience working with Health System process and/or system design concepts
Experience working with appropriate programming languages, operating systems and software
Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment
Must be able to function as part of a team providing a high level of quality service to clients
The Associate Desktop Support Technician:
High school diploma or GED required.
Completion of an approved apprentice program or one year of similar experience.
Prior experience in dealing with customers (retail sales, hospitality or similar) strongly preferred.
Required Skills And Abilities
Experience working with Health System hardware/software and equipment products
Experience working with Health System process and/or system design concepts
Experience working with appropriate programming languages, operating systems and software
Strong customer service orientation and ability to follow through issues to resolution.
Ability to interact with all levels of Health System personnel to include: IT management staff, consulting staff, clinicians, clinical administrators, etc.
Familiar with process improvement.
Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment required.
Must be able to function as part of a team providing a high level of quality service to clients
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
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