Desktop Support Technician

Job Description

Job Description

Description :

The Desktop Support Technician will have moderate onsite field support experience or the corresponding knowledge / skillsets required for the role and has a desire to pursue a career in some field of Information Technology.

The individual will utilize their knowledge and experience in combination with departmental standard operating procedures, processes, documentation and training to resolve issues.

The individual will receive moderate to little supervision and will have moderate latitude in decision making on resolving issue.

The individual is expected to escalate issues that fall outside of their training and documentation for disposition by senior peers or management.

The individual will have knowledge of and excel at providing customer service and ensure that all written and verbal interactions with users meet those standards.

The individual will have exemplary personal work ethic and strive to work effectively and efficiently.

Typical responsibilities include :

Support

• Respond to problems called in and repair the malfunctioning equipment in a timely manner, while resolving the root cause issue rather than the symptom of the issue
• Provide support with desktop troubleshooting, configuration and diagnostic tools
• Install terminals, modems, personal computers, printers and other desktop equipment and software to support enterprise future business growth and the movement and / or expansion of enterprise units
• Excel at providing customer service in all verbal and written interactions with users
• Work as part of a team to meet goals set forth by Information Technology management
• Meet or exceeds documented and communicated statistical metrics that drive overall departmental performance
• Take ownership of issue and incident resolution
• Provide all support actions that assist in the betterment of the end user experience of the Albany Med community

Skills :

Desktop, Imaging, Technical support

Top Skills Details :

Desktop, Imaging, Technical support

Additional Skills & Qualifications :

• Maintain current technical expertise in the rapidly changing technology of Albany Med Information Technology
• Use customer feedback as a basis for taking actions, which solve customer problems quickly and effectively
• Provide best effort support for non-standard applications and hardware
• Recognize and identify potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion
• Provide documentation, policy and procedure standards for the desktop environment
• Identify and evaluate information technology tools for potential implementation
• Act as a liaison between customers and Information Technology to resolve any issue with the end user experience
• Participate in on-call rotation and help troubleshoot customer issues
• Maintain confidentiality by using and communicating information only as needed to perform one’s duties
• Perform at or above the Information Technology performance standards
• Fulfill department requirements in terms of providing work coverage and administration notification during periods of absence (personnel illness, vacation, education, etc.)
• Complete other duties or assignments as designated by management

Imaging, customer service, responding to tickets, deployments, device swaps