Desktop Technician I Jobs

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Excellence, Teamwork, Leadership and Innovation. These are the values that define UConn Health, and we are looking for team members that share these same values. Our top rated organization is looking to add a Desktop Technician 1 to our growing team. If you have a background in this field, as well as a passion for customer and patient experience, 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.

SUPERVISION RECEIVED:

Works under general supervision of an employee of higher grade.

COMPREHENSIVE BENEFITS OFFERED:

• Generous vacation and sick-time plans
• Industry-leading health insurance options and affordability
• Progressive leadership and educational development programs available
• Quick commute access from I-84, Rte 9 and surrounding areas
• Tuition waiver and reimbursement for employees and qualified family members
• Multi-channel retirement options (pension and match options)
• State of the art facility and campus environments

Schedule: 40 hrs per wk, Wed - Sun, 12:00am - 8:30am with a 30 minute unpaid meal break

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:

• 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.
• Demonstrated knowledge of the basic to complex hardware and software products and problem solving/troubleshooting skills.
• Basic understanding of problem management.
• Knowledge of commonly-used concepts, practices, and procedures within a relevant field.
• Knowledge of help desk management tools and utilities.
• Working knowledge of operational and physical environment requirements for hardware components.
• Familiar with architectural principles, guidelines and standards in own functional area.
• Ability to read component diagrams and know who to contact to obtain assistance in resolving problems.
• Ability to understand problem solving concepts together with the need to have a structure approach to problem analysis.
• Ability to work with customers in a courteous manner; interpersonal skills; effective communication skills (oral and written).
• Awareness of the principles of network technology.

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:

Associate degree in computer science with one (1) year computer hardware and software experience.

Preferred Experience:

• Experience in an IT Service Desk call center environment
• Experience with either BMC or Service Now ticketing software
• Experience providing IT customer service over the phone using remote tools

WORKING CONDITIONS:

• This position is for phone support at the IT Service Desk
• Ability to lift and carry approximately forty (40) pounds.

Why UConn Health

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.