IT Desktop Technician II

Job Description At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world-class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable and diverse place of employment. The IT Desktop Technician 2 is a very hands-on member of the infrastructure team responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications. This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service along with excellent verbal/written communication skills. Using effective communication, technical, and analytical skills, IT Desktop Technician 2 will participate in projects as assigned, provide technical support including maintenance and upgrading of desktops and laptops. IT Desktop Technician 2 will develop and maintain positive working relationships with all internal and external customers and vendors. Responsibilities Problem Resolution: Monitors the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls. Meets or exceeds SLAs defined by IS&T leadership. Uses technology tools to resolve problems. Responds quickly to reported issues. Listens to the end-user and asks insightful questions to determine the issue. Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution. Works with IS&T staff members and users to resolve system problems in a timely fashion. Applies knowledge of resources, guidelines, and organizational values in decision making process. Acts as a technical resource for new and peer technicians. Installation: Installs, and tests and deploys hardware and software. Follows up with vendors for warranty needs. Reviews and tracks equipment needing repairs. Monitors and maintains records regarding installation and maintenance of current hardware and software. Follows installation and inventory guidelines of the IS&T department. Problem Identification: Interacts with technicians and other IS&T support staff to identify system/network problems. Utilizes the Help Desk Call Ticketing system to gather, organize and track information. Uses the Internet, Handbooks, Vendors and Resource guides to assist in pinpointing problems as quickly as possible. Uses technology tools to identify problems with the user. Reviews Client Services incident queues, identifies any patterns and makes suggestions to improve processes. Performs diagnostic testing, end user training as necessary, documents solutions, and optimizes system performance. Project Support: Works with IS&T staff, department representatives and vendors as necessary to provide technical support; installation, upgrade, and maintenance of new and current systems within UC Health. Performs departmental rounding of assigned areas, ex. OR, ED. Reviews and tracks liquidation of assets - both hardware and software. Verifies site inventory of equipment and informs Technician 3 of any needs. Verifies and receives equipment from the dock, enters in UC Health ITAM application. Moves equipment to site IS&T storage. Other duties as assigned Qualifications Minimum Required: Associate's degree in IS&T or related field. | Preferred Certificate: A+, MCP. | Minimum Required: 2 Years equivalent experience - 2 Years equivalent experience can substitute for an Associate's degree plus 2 years work experience.