Desktop Engineer II Full time Days

Dolly Parton Children's Hospital; Tennessee; Hybrid; USD 60,000 - 75,000; Full time

Job summary

Dolly Parton Children’s Hospital is seeking a Desktop Engineer II to provide technical support for incidents and service requests related to Information Services equipment. The role involves planning and installing new hardware and software, resolving moderately complex desktop issues, and supporting mobile devices, printers, and network connectivity.

Under supervision, you will learn assigned systems and gain baseline knowledge of the environment while delivering excellent customer service in a

Qualifications

• Excellent oral and written communication skills.
• Service oriented and able to work independently.
• Proactive with strong problem-solving and organizational skills.

Responsibilities

• Provides basic hardware, network, software, and application problem resolution.
• Records all inquiries from first contact to resolution in the service desk system.
• Keeps computer environment secure and maintains shift turnover procedures.
• Monitors progress of service requests and prioritizes tasks for team members.
• Contributes to knowledge base and documents day-to-day issues for future reference.

Skills

Communication

Customer service

Independent work

Problem solving

Time management

MS Office

Excel

PowerPoint

Outlook

Education

High School Diploma

Tools

Help desk software

Job description

## Desktop Engineer II Full time DaysApply: Remote- Tennessee: Full time: Posted Yesterday: JR103772# Position will support Dolly Children's locations in southeastern TN # **BASIC PURPOSE OF THE JOB**Under general supervision, this position will provide technical support for incidents and service requests related to Information Services equipment. Responsible for planning, scheduling, and installation of new hardware and software. Performs tasks that present medium risk to the environment and will analyze and resolve moderately complex problems relating to desktop applications, network connectivity, printers for peripheral connectivity issues, and mobile devices to include smartphones, laptops, and iPads. Will learn assigned systems and gain baseline knowledge of the environment. # **REPORTS TO*** Manager, Information Systems Operations # **JOB REQUIREMENTS****Supervisory Responsibilities:** No**Minimum Education:** High School Diploma**License/Certification Required:** None**Minimum Work Experience:** Four years’ experience in Information Technology, Desktop Support, Service Desk, or related field. # **REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES*** Excellent oral and written communication skills.* Service oriented.* Able to work independently.* Is proactive and makes routine decisions independently.* Must have above average problem-solving skills.* Excellent organizational, time management and customer service skills.* Proficient in MS Office, Outlook, Excel and PowerPoint and other computer applications. # **DUTIES AND RESPONSIBILITIES*** Provides support and resolution for basic hardware, network, software, and application problems.* Evaluates and/or escalates calls for urgency, complexity, and organizational impact when technical support and resolution fails.* Responsible for recording all user inquiries, from initial call to incident resolution using our services desk system.* Ensures that the computer environment is secure, clean, and all maintenance and shift turnover procedures are followed.* Ensures that all problems have been assigned to the appropriate individuals for resolution.* Monitors the progress of all service requests including prioritizing and tracking requests assigned to other staff members.* Provides feedback to IT personnel on the use of departmental service agreements and effectiveness of the \"first-call\" personnel within client areas.* Provides feedback regarding time, nature, and frequency of client calls. Recommends system modifications to reduce user problems.* Provides excellent customer service and develops client relationships through follow-up and client contacts.* Helps create and expand the knowledge database through documentation of day-to-day problems.* Recommends or continuously adds to and updates procedural and resolution information within the help desk software.* Uses software and hardware pertinent to the detection and resolution of desktop computers and network problems.* Adheres to established department and organizational security policies.* Follows procedures in dealing with violations of security experienced during the work shift.* Performs preventative maintenance as specified by the device manufacturer’s standards.* Ensures all housekeeping and maintenance functions are performed in a timely and scheduled manner.* Communicates effectively with other shifts to ensure a smooth shift transition. # **PHYSICAL REQUIREMENTS*** Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.* Light lifting, pushing, and pulling is required for 10-20 lbs occasionally and frequent moving of objects of less than 10 lbs is required. Frequent sitting with some walking, standing, squatting, bending, and reaching is required. Keyboard/computer use and/or repetitive motions may be required.