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Dartmouth Health · 1 day ago

Desktop Technician II

Lebanon, NH

Full-time

Hybrid

Mid Level

4+ years exp

Dartmouth Health is seeking a Desktop Technician II to provide technical support to end users for complex applications and hardware issues. The role involves hardware and software deployments, troubleshooting, and ensuring high levels of customer service while managing escalated tickets and collaborating with other IT teams.

Health CareHospitalMedical

Responsibilities

Provides technical support to end users for complex applications, processes, and hardware issues. Documents accurate assessments, performs analyses, and effectively troubleshoots issues

Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support

Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines to back up tier 1 support as needed

Performs work locally, remotely, via telephone, e-mail, and in-person at all Dartmouth Health locations as necessary

Provides services for Dartmouth Health managed equipment including but not limited to personal computers (PCs) (desktops and laptops), peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners. This may include installing/uninstalling software, and setup of new equipment and peripherals

Provides system hardware and/or software repairs and upgrades of Dartmouth Health PCs and peripherals utilizing technical skills and appropriate tools

Performs duties related to recycling of discontinued PCs and peripherals, reimaging PCs and duties related to lost or stolen PCs and peripherals

Maintain proficiency with tools necessary to the role, including current software platform for ticket management, problem management, inventory, and asset management. May participate in updating documentation to reflect current information and workflows

Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties. Serves as a technical resource to others as needed

Monitors team work queues and takes ownership of tickets according to priority and daily assignments. Assists others with prioritization of tickets

Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight

Projects may necessitate temporary increases of working hours

Acts as departmental technical expert for other IS departmental staff, end-users and third party IT vendors. Provides precepting, training, and assistance to organizational team members

Networks and collaborates with other IS teams

Functions as a resource to operations, staff and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations

Participates in administration of policies and projects. Provides analysis functions in support of process improvement

May perform a variety of report generation and data manipulation duties

Performs other duties as required or assigned

Qualification

Technical supportTroubleshooting methodologiesComputer hardwareSoftware deploymentCustomer serviceProcess improvementCommunication skillsProject managementTeam collaboration

Required

High school diploma or equivalent required

Minimum 4 Expertise Units Required for consideration. Expertise Units defined o 1 per each year of desktop technician work experience o .5 per year of relevant technical work experience o .5 per year non IT Military experience o Points for highest degree attained o 2 per related Associates Degree, 1 for unrelated o 4 per related Bachelor Degree, 2 for unrelated o 6 per related Masters Degree, 3 for unrelated o 1 per current beginner Certification o 3 per current intermediate Certification o 5 per current advanced Certification

Intermediate knowledge of computer hardware, and software

Intermediate knowledge of troubleshooting methodologies

Valid driver's license with a clean driving record required in accordance with D-H's Driver Disqualifications