DESKTOP SUPPORT TECHNICIAN I

DESKTOP SUPPORT TECHNICIAN I

Job Summary

Entry level Desktop Support Technician role that provides second line Information Technology support at Owensboro Health. Responsible for resolving support requests while meeting customer satisfaction and continuous service delivery demands over the phone, through e-mail, in person, and self-service.

Job Responsibilities

• Supports Owensboro Health's managed workstation environment.
• Provides hardware and software support services to enable business productivity on user devices.
• Troubleshoots problem areas (in person, by telephone, via e-mail or remote control) in a timely and accurate fashion; applies, documents, and shares the resolution findings.
• Provides end-user training assistance where required.
• Discusses and diagnoses issues. Provides technical assistance on the use of corporate-supported applications and systems to resolve incidents and requests such as : hardware and software problems, upgrades, removing malware, supporting various systems, and / or user changes.
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within established standards and guidelines.
• Effectively manages work; understands and meets Service-Level Agreement (SLA) requirements (personal, team, and department's work queue) through the utilization of a ticketing process.
• May be part of 24x7 rotation.
• Accounts for and maintains an accurate desktop and Personal Computer (PC) software related inventory.
• Provides effective communication of ongoing activity related to service requests and incidents.
• Follows established Knowledge Based Articles (KBAs), processes, and procedures.
• Utilizes excellent customer service skills and exceeds customer’s expectations.
• Preserves and grows knowledge of Desktop Support procedures, products, and services.
• Performs other related duties as assigned.

Qualifications

Skills and Attributes

Physical Demands

Owensboro Health Core Commitments

INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

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