Desktop Technician I

Job DetailJob Title:Desktop Technician I Department:61127-IT Enterprise Technology Location:Farmington FTE%:1 Shift1st Search #:2026-540 Closing Date:12/15/2025 Recruiter:Alexander, Donna Additional Links: Excellence, Teamwork, Leadership, and Innovation. These values define UConn Health. We are looking for team members that share these same values. Our top-rated organization is looking to add a desktop technician to our team. If you have a background in this field, we want to hear from you. At UConn Health, this classification provides support to end users on a variety of desktop issues; maintains, analyzes, troubleshoots, repairs and resolves technical problems for computer systems, hardware and computer peripherals of low to moderate complexity. Works independently on problems of low complexity and relies on instructions and guidelines for moderate complex problems, when necessary. This position works on the campus of UConn Health located in Farmington, CT. DURING THE WORKING TEST PERIOD THE SCHEDULE IS 100% ON-SITE FIVE (5) DAYS PER WEEK. UPON SUCCESSFUL COMPLETION OF THE WORKING TEST PERIOD THE HYBRID SCHEDULE IS THREE (3) DAYS ON-SITE AND TWO (2) DAYS REMOTE AND SUBJECT TO CHANGE PER MANAGEMENT. SUPERVISION RECEIVED: Works under general supervision of an employee of higher grade. EXAMPLES OF DUTIES: Responds to calls, email and personnel requests for technical support; monitors and maintains ownership of tickets to ensure problem resolution in a timely manner; documents resolution of all problems; maintains problem tracking logs; identifies patterns in tracking logs to lead; tracks status of all problems and monitors open problems to ensure that service level agreements are met; interacts with clients in a courteous and professional manner; supports and maintains user account information including rights, security and system groups; escalates problems appropriately; works with vendors' technical support for standard desktop systems; attends training to keep current with latest technologies; periodically interchange within desk and field service to maintain broad knowledge; performs others related duties as assigned. Desk Service - provides first level support; responsible for handling calls, resolving problems of low to moderate complexity and providing support on basic hardware and software: handles and resolves technical calls from customers utilizing remote desktop utilities if necessary; diagnoses where to refer more complex calls; troubleshoots basic issue/problems; identifies and resolves callers problems using checklists as guide; answers request for non-technical information from customers and routes to appropriate resource when necessary. Field Service - documents, maintains, upgrades or replaces hardware and software systems: configures computers to access network resources; diagnoses, repairs or replaces hardware such as printers, keyboards, monitors and other peripherals; uses diagnostic tools to identify hardware/software problems; installs memory chips, disk drive and various cards as needed; installs and configures local and network printers, scanners and other peripherals; diagnose and repairs problems with email and internet applications; assists users with problems in utilizing software applications specifically regarding word processing, spreadsheets and database management; installs virus utilities; browsers, e-mails and other miscellaneous applications, etc. MINIMUM QUALIFICATIONS REQUIRED: KNOWLEDGE, SKILLS & ABILITY: Demonstrated knowledge of the basic to complex hardware and software products and problem solving/troubleshooting skills; ability to understand problem solving concepts together with the need to have a structure approach to problem analysis; knowledge of commonly-used concepts, practices, and procedures within a relevant field; ability to work with customers in a courteous manner; interpersonal skills; effective communication skills (oral and written); working knowledge of operational and physical environment requirements for hardware components; familiar with architectural principles, guidelines and standards in own functional area; knowledge of help desk management tools and utilities; basic understanding of problem management; problem resolution and technical knowledge of components of help desk tools and can assess minimum operating system and client hardware requirements for help desk tools; awareness of the principles of network technology; ability to read component diagrams and know who to contact to obtain assistance in resolving problems. EXPERIENCE AND TRAINING: General Experience: Three (3) year experience working with computer hardware and software in one or more of the following areas: Microcomputer software installation Software hardware problem analysis and resolution Working in a help desk environment handling calls from users for technical assistance. Substitution Allowed: WORKING CONDITIONS: Ability to lift and carry approximately forty (40) pounds SCHEDULE: Full time, 40 hours per week, Saturday - Wednesday, Days, 8:00 am to 4:00 pm, 30-minute unpaid meal break.