City of Hope · 5 hours ago
Desktop Support Technician
Prescott, AZ
Full-time
Onsite
Entry Level
2+ years expCity of Hope is one of the largest and most advanced cancer research and treatment organizations in the U.S. They are seeking a Desktop Support Technician to provide a single point of contact for end user requests, ensuring optimal performance of desktop computing environments and software operations through installation, troubleshooting, and maintenance of IT devices.
AssociationEducationHealth Care
Responsibilities
Receive and respond to incoming assigned tickets, calls, pages, and/or e-mails regarding audio visual support problems. Respond to desktop support tickets and requests when not working on A/V issues. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Provide assistance for new installations, upgrades, and changes in the environment and desktop. Achieve a minimum of 85% adherence to SLAs for resolution of tickets. Achieve a minimum of 85% or higher scores of 4 or more (5 point scale) from customer service feedback surveys
Install, configure, test, maintain, monitor, and troubleshoot A/V equipment and end-user workstations and related hardware and software in order to deliver required desktop service levels. Assess the need for and implement performance upgrades to PC boxes, telephony and peripherals. Achieve 90% of standard equipment deployment within 3 business day SLA. Achieve a 90% or higher right the first time deployment (no-call backs)
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution while providing communicate of status the stakeholder and timely updates within the ticket. Ensure that all issues are tracked and documented in the ticket system. Check the system to see if a ticket has been entered and if it hasn’t, they must be documented within the following timeframe: High priority incidents (those involving system downtime) must be in the system within 15 minutes of you receiving notification. All others should be documented by the end of the business day. Notification can be made by calling the service desk at 1-877-448-1725 and giving them all the details available at that time
Resolve all tickets within SLA. Accurately document instances of A/V and desktop equipment or component failure, repair, installation, and removal. Maintain an inventory of all monitors, keyboards, hard drives, and other components and equipment
Participates in on-call rotation with team members on weekly/monthly basis for support coverage services acting as primary, secondary or as needed for problem support (on call refers to providing support services when called upon any hour of the day or night - 24/7) Provides and responds to on-call support per the designated time frame for Call Response and Problem Resolution SLA’s. Responds to support requests, tracks and monitors the problem and ensures timely resolution. Follows on call support, resolution and escalation procedures as per support definition. Provide 24/7 on call Support and rotate with team members on weekly/monthly basis
Qualification
Required
An associate's degree in the field of Computer science or Computer Engineering is required; bachelor's degree in business administration, Management, or Information Technology preferred
2 years of IS experience, primarily within the areas of A/V, desktop support, help desk, and hardware troubleshooting
Working knowledge of basic computer hardware, including audio/visual equipment, desktop CPU, laptops, printers, phones, handhelds, laser printers
2 years' experience with Microsoft Suite of products and Microsoft operating systems
Proven excellent technical knowledge of PC and desktop hardware and internal components
Able to understand technical manuals, procedural documentation, and OEM guides
Extensive background in troubleshooting hardware problems, including: PC components, VoIP, and networking
Excellent customer service skills, including ability to convey key technical information to non-technical users
Excellent team-oriented approach
Excellent organization skills required
Must be able to maintain composure in high stress situations and environments
Preferred
IS experience within a multi-facility healthcare organization is preferred
A+ certification preferred
ITIL Foundations certification preferred
Company
City of Hope
City of Hope is a cancer research and treatment non-profit organization specializing in diabetes and other life-threatening illnesses.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$10.3MKey Investors
California Institute for Regenerative Medicine
2024-05-20Grant· $5.4M
2022-02-22Grant· $4.9M
Leadership Team
Samuel Lau
Vice President Marketing & Digital Communications
Alan H. Bryce
Chief Clinical Officer
Recent News
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