Desktop Technician II

Overview

Technical support professional who responds to escalated tickets as required via additional skills, knowledge, tools or authority. May resolve incidents remotely or at user's location via equipment returns. Responsibilities include hardware & software deployments, moves, adds and changes. May develop, document, and maintain applicable processes and be responsible for reporting on, and training others on best practices and processes

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.

Qualifications

• • 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

Required Licensure/Certifications

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