Device Support Technician II

Working in a team-oriented, collaborative environment, reporting to the Desktop Support Manager, the Technical Systems Representative's primary responsibility is providing on-site and remote Tier 2 technical support for the end user computer environment throughout the health system.  This involves designing solutions, installing systems, diagnosing problems, coordinating repairs of, acquiring, distributing, managing, maintaining and upgrading all end user computing platforms, peripheral devices and operating systems, including health system owned tablet and mobile devices, within established standards and guidelines. 

Works with third-party vendors to resolve technical problems with end user computing equipment and software.  Collaborates with and escalates to, using appropriate channels, technology teams required to resolve issues that cannot be resolved at Tier 2.

Obtains and thoroughly documents all pertinent information related to the diagnosis and resolution of a problem using the service desk tracking system.  Documents trouble ticket resolutions with a keen attention to detail, maintains knowledgebase articles and actively contributes to maintaining support procedures.

Demonstrating competence in prioritization, resolves user issues within predefined Service Level Agreements (SLAs).  Participates in on-call rotation to provide Tier 2 end user support during off hours, holidays and weekends.

Maintaining an accurate accounting of time spent on issues, manages time and resources responsibly and in the best interest of the health system. 

Maintains an ever increasing level of proficiency in hardware, software, networking and other technologies related to the IT department.

Records and maintains hardware and software inventories for compliance with end user license agreements and lifecycle management processes. 

Accountability will be monitored through direct observations, achievement of team and department goals, meeting of customer satisfaction goals as well as quality and financial outcomes.

(60%)* Tier 2 Support – Responding to incoming calls, pages or trouble tickets and working within defined Service Level Agreements (SLAs), provide in person and/or remote analysis, diagnosis and resolution/escalation for issues with the end user compute environment, including hardware, related operating systems and software.  Thoroughly document investigation finding and resolution within the service desk ticketing system and create/update knowledgebase articles when appropriate. 

(20%)* Projects/Requests – Participate in and contribute to various project team and IT request efforts, following general guidance and direction.

(20%)* Inventory Management – Within established standards and guidelines, independently assess and analyze customer needs, identify the need for, order, acquire and facilitate the distribution of end user compute equipment, updating required inventory and budget tracking systems as necessary.  Create and test installations of operating system images and various applications. 

OTHER DUTIES AND RESPONSIBILITIES

Assist in the support processes for organization wide end user device management, including monitoring, software upgrades and disaster recovery.

Ensure security and privacy compliance according to established policies and guidelines.

Promotes the development, analysis, and implementation of the performance improvement process.

Participates in system/project/hospital/department teams and/or committees as needed.  Attends and participates in meetings as required.

Provides IT support, including coordination of third party assistance when necessary, to the organization for individual/office/department installs and moves as assigned.

Participate in an on call rotation to cover nights, weekends and holidays.

N/A

Associate's degree is required

Bachelor's degree from an accredited University or College in Computer/Information Science/Business and five (5) years of technical experience in the field is preferred. Equivalent combination of experience and education may be considered.

EDUCATION, EXPERIENCE, TRAINING AND SKILLS

Good interpersonal, management, and customer service skills.

Working knowledge of the following: Extensive knowledge of enterprise desktop software such as Windows 7/10, Mac OS X, antivirus, remote management and troubleshooting, audio-visual, asset management and inventory and printing.

Strong understanding of Windows Server.

Demonstrated proficiency and advanced knowledge of scripting.

Basic understanding of network architecture and protocols, troubleshooting experience, and administration.

Experience with iOS, Android and mobile device management solutions.

Strong problem solving skills.

Written and interpersonal skills needed to communicate successfully with individuals and groups and interact with people at all levels to communicate ideas and concepts in a clear and understandable manner.

Excellent organizational and time management skills. Ability to support demand load to Service Level Agreements (SLA).

Good listening skills. Ability to work and function effectively either individually or in a team oriented environment.

PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:

Exposure to stressful situations, including those involving public contact, as well as, trauma, grief and death.

Able to wear personal protective equipment that includes latex materials or appropriate substitute if required for your position.

Is able to move freely about facility with or without an assisted device and must be able to perform the functions of the job as outlined in the job description.

Overall vision and hearing is necessary with or without assisted device(s).

Frequently required to sit/stand/walk for long periods of time. May require frequent postural changes such as stooping, kneeling or crouching.

Some exposure to blood borne pathogens and other potentially infectious material. Must follow MyMichigan Health bloodborne pathogen and TB testing as required.

Ability to handle multiple tasks, get along with others, work independently, regular and predictable attendance and ability to stay awake.

Overall dexterity is required including handling, reaching, grasping, fingering and feeling. May require repetition of these movements on a regular to frequent basis.

Physical Demand Level: Medium. Must be able to occasionally (0-33% of the workday) lift or carry 21-50 lbs., frequently 34-66% of the workday 20 lbs. and or Walk/Stand/Push/Pull of Arm/Leg controls and constantly % or the workday) 10 lbs.