IT Desktop Technician II, First Shift, Lindner Center Of Hope at UC HEALTH LLC in Mason, Ohio

Job Description:

UC Health is hiring an IT Desktop Technician II for First Shift at the Lindner Center of Hope

The IT Desktop Technician 2 is a very hands-on member of the infrastructure team responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service along with excellent verbal/written communication skills.

Using effective communication, technical, and analytical skills, IT Desktop Technician 2 will participate in projects as assigned, provide technical support including maintenance and upgrading of desktops and laptops. IT Desktop Technician 2 will develop and maintain positive working relationships with all internal and external customers and vendors.

About UC Health

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com

• Minimum Required: Associate's degree in IS&T or related field.
• Preferred Certificate: A+, MCP.
• Minimum Required: 2 Years equivalent experience - 2 Years equivalent experience can substitute for an Associate's degree plus 2 years work experience.

Problem Resolution:

• Monitors the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Meets or exceeds SLAs defined by IS&T leadership.
• Uses technology tools to resolve problems.
• Responds quickly to reported issues. Listens to the end-user and asks insightful questions to determine the issue.
• Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution.
• Works with IS&T staff members and users to resolve system problems in a timely fashion.
• Applies knowledge of resources, guidelines, and organizational values in decision making process.
• Acts as a technical resource for new and peer technicians.

Installation:

• Installs, and tests and deploys hardware and software.
• Follows up with vendors for warranty needs.
• Reviews and tracks equipment needing repairs.
• Monitors and maintains records regarding installation and maintenance of current hardware and software.
• Follows installation and inventory guidelines of the IS&T department.

Problem Identification:

• Interacts with technicians and other IS&T support staff to identify system/network problems.
• Utilizes the Help Desk Call Ticketing system to gather, organize and track information.
• Uses the Internet, Handbooks, Vendors and Resource guides to assist in pinpointing problems as quickly as possible.
• Uses technology tools to identify problems with the user.
• Reviews Client Services incident queues, identifies any patterns and makes suggestions to improve processes.
• Performs diagnostic testing, end user training as necessary, documents solutions, and optimizes system performance.

Project Support:

• Works with IS&T staff, department representatives and vendors as necessary to provide technical support; installation, upgrade, and maintenance of new and current systems within UC Health.
• Performs departmental rounding of assigned areas, ex. OR, ED.
• Reviews and tracks liquidation of assets - both hardware and software.
• Verifies site inventory of equipment and informs Technician 3 of any needs.
• Verifies and receives equipment from the dock, enters in UC Health ITAM application. Moves equipment to site IS&T storage.
• Other duties as assigned

Problem Resolution:

• Monitors the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Meets or exceeds SLAs defined by IS&T leadership.
• Uses technology tools to resolve problems.
• Responds quickly to reported issues. Listens to the end-user and asks insightful questions to determine the issue.
• Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution.
• Works with IS&T staff members and users to resolve system problems in a timely fashion.
• Applies knowledge of resources, guidelines, and organizational values in decision making process.
• Acts as a technical resource for new and peer technicians.

Installation:

• Installs, and tests and deploys hardware and software.
• Follows up with vendors for warranty needs.
• Reviews and tracks equipment needing repairs.
• Monitors and maintains records regarding installation and maintenance of current hardware and software.
• Follows installation and inventory guidelines of the IS&T department.

Problem Identification:

• Interacts with technicians and other IS&T support staff to identify system/network problems.
• Utilizes the Help Desk Call Ticketing system to gather, organize and track information.
• Uses the Internet, Handbooks, Vendors and Resource guides to assist in pinpointing problems as quickly as possible.
• Uses technology tools to identify problems with the user.
• Reviews Client Services incident queues, identifies any patterns and makes suggestions to improve processes.
• Performs diagnostic testing, end user training as necessary, documents solutions, and optimizes system performance.

Project Support:

• Works with IS&T staff, department representatives and vendors as necessary to provide technical support; installation, upgrade, and maintenance of new and current systems within UC Health.
• Performs departmental rounding of assigned areas, ex. OR, ED.
• Reviews and tracks liquidation of assets - both hardware and software.
• Verifies site inventory of equipment and informs Technician 3 of any needs.
• Verifies and receives equipment from the dock, enters in UC Health ITAM application. Moves equipment to site IS&T storage.
• Other duties as assigned

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