Desktop Support Tech I

at University of Kansas Hospital in Kansas City, Kansas, United States

Job Description

Position Title
Desktop Support Tech I

Broadmoor Campus, Strawberry Hill Campus

COVID-19 and flu vaccines are required for all health system employees..

Position Summary / Career Interest:Provides support, through multiple channels with a primary focus on side by side support, on installation, configuration
and ongoing usability of desktop computers, peripheral equipment and software. Creates and maintains knowledge articles in accordance with departmental standards.

Primary responsibility is assisting users with the installation, configuration, and ongoing usability of supported computing platforms, peripheral devices and software within established standards and guidelines.
Secondary responsibility is assisting users over the telephone, through email, online chat and/or at the desk side in a prompt, professional and courteous manner.
Works with third-party vendors to resolve technical problems with desktop computing equipment and software.
Skilled in communication, both oral and written, under potentially adverse situations with a focus on customer service and satisfaction.
Responsible for obtaining and thoroughly documenting all pertinent information in the diagnosis and resolution of a problem using the Hospital Service Desk tracking system.
Maintains an ever-increasing level of proficiency in hardware, software, networking and other technologies related to the HITS department.
Participates in Hospital technology projects as assigned.
Maintains an accurate accounting of time spent on end user issues and on HITS projects.
Demonstrates competence in prioritizing and resolving user issues within Hospital defined Service Level Agreements (SLAs).
Demonstrates competence in troubleshooting and resolution of reported issues and the ability to collaborate with and escalate to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier I.
Demonstrates competence in documenting trouble ticket resolutions with a keen attention to detail, maintains Hospital knowledgebase articles and actively participates in maintaining support policies and procedures.
Demonstrates the ability to manage time and resources in the best interest of the Hospital.
Demonstrates competence in compiling data to maintain inventory, purchasing, shipping and other records.
Identifies opportunities for training that would improve productivity and proficiency within the department or within the Hospital.
Trains end users on basic hardware, software and network resources, on a one-on-one basis.
Provides on-site support and remote support for workstations and networking components in multiple locations in the Kansas City metro and outlying areas.
Participates in on-call rotation to provide end user support during off hours, holidays and weekends.
Demonstrates a willingness to work in a team-oriented, collaborative environment.

* Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

*Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

High School Diploma
Microsoft Certified Windows 10, MD-100 or will obtain within first 6 months and Microsoft Certified Windows 10, Managing Modern Desktops, MD-101 or will obtain within first 12 months
In lieu of Associate's Degree; equivalent minimum of 2 years' experience in field is required
1-2 years related experience is required
Able to communicate with patients, visitors and other employees and physicians.
Able to receive communications at meetings.
Able to use phone, and make small group presentations.
Ability to use the computer.
Ability to identify and respond to safety issues.
Ability to read technical documentation.
Ability to write technical documentation.
Valid driver's license with clean driving record required if position requires traveling to different facilities.
Experience with Microsoft Office software.
Experience with modern Microsoft operating systems.
Prior experience in a Service Desk or Desktop Support rolePreferred:
Associate's Degree in Computer systems, a related field OR 1:1 equivalent experience
Experience working in a customer service role

Experience in the maintenance, troubleshooting and upgrading of computer equipment is preferred.

Time Type:Full time

Job Requisition ID:R-24209

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We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.

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Job Posting: 12458420

Posted On: Mar 16, 2023

Updated On: Apr 15, 2023

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