What are the responsibilities and job description for the Desktop Support Technician - York - Full-Time - Day position at WellSpan Health Services?
General Summary
Completes software/hardware installs, upgrades, ad-hoc project activity, moves and roll outs, as requested, including patching and telephony responsibilities. Responds to, and resolves support calls relating to desktop software/hardware, installation and maintenance. Investigates faults relating to desktop applications and their configuration and identifies and implements appropriate solutions. Maintains all relevant procedures and documentation and proactively identifies recurring patterns and resolves, where possible, by implementing long-term corrective action.
Duties and Responsibilities
Essential Functions:
- Completes software/hardware installs, upgrades, ad-hoc project activity, moves and roll outs, as requested, including patching and first-line telephony responsibilities.
- Responds to support calls concerning queries or issues regarding desktop software and hardware.
- Investigates faults relating to desktop applications and their configuration and identifies and implements appropriate solutions.
- Manages calls through proper logging, updating and correct closure of calls using the appropriate categories and escalating when appropriate.
- Analyses calls by proactively monitoring and investigating statistics and looking for trends and patterns to identify recurring problems to enable root cause analysis.
- Communicates on a regular basis with IT management, other IT support areas, the Service Desk and clients in pursuit of best working practice for the team and client base.
- Assists in delivering Business Recovery obligations.
- Provides hands-on support for all areas of the Infrastructure Services Group, as requested.
- Prepares and maintains written documentation as required by the profession and the department.
Common Expectations:
- Enhances professional growth and development through participation in educational programs, current literature, inservice meetings, and workshops.
- Maintains established policies and procedures, objectives, quality assessment and safety standards.
- Performs night, overnight and weekend on call rotation, both remote and on site as needed.
- Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
Qualifications
Minimum Education:
- High School Diploma or GED Required
- Associates Degree Preferred
Work Experience:
- 3 years Relevant experience. Required
Driver's License Statement:
Must possess a valid driver's license in the current state of residence. Driving record must meet requirements established by WellSpan Risk Management.
Courses and Training:
- Computer science, networking, PC maintenance. Upon Hire Required
Comprehensive Health Benefits
- Flexible spending and health savings accounts
- Retirement savings plan
- Paid time off (PTO)
- Holidays
- Short-term disability
- Education assistance
- Financial education and support, including DailyPay
- Wellness and Wellbeing program
- Caregiver support via Wellthy
- Financial Wellness via SmartPath
- Childcare referral service via Wellthy
