Desktop Engineer II Full time Days

01 ETCH East Tennessee Children's Hospital Association, Inc.; Tennessee; Hybrid; USD 42,000 - 64,000; Full time

Job summary

Dolly Parton Children’s Hospital is seeking an experienced IT Support Specialist to provide technical assistance for incidents and service requests related to Information Services equipment. You will plan, schedule, and install new hardware and software, resolving moderately complex desktop and network issues for Dolly Parton Children’s Hospital locations in southeastern TN.

Ideal candidates have four years of IT/desktop support experience, strong communication skills, and can work independently

Qualifications

• High school diploma required; four years of IT/desktop support experience.
• Excellent oral and written communication; strong customer service orientation; ability to work independently and be proactive.
• Good problem-solving, organizational, and time-management skills.

Responsibilities

• Provides support and resolution for basic hardware, network, software, and application problems.
• Records all user inquiries from initial call to incident resolution in the service desk system.
• Ensures secure, clean computer environment and follows maintenance/shift turnover procedures.
• Monitors progress of service requests, prioritizes and escalates as needed.
• Contributes to knowledge base with day-to-day problem documentation and updates procedures.

Skills

Communication

Independent work

Proactive

Problem solving

Organizational skills

Customer service

MS Office (Outlook/Excel/PowerPoint)

Education

High school diploma

Tools

MS Office Suite

Outlook

Excel

PowerPoint

Service desk software

Job description

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.

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.

Come work where you can make a difference everyday.

At Dolly Parton Children’s Hospital, care is at the CORE of who we are. We are comprised of team members who live out our core values of Compassion, Ownership, Respect, and Excellence. We support each other by fostering a culture of team engagement that creates moments that matter – every interaction, every time.

Compassion – We imagine what others are going through, work to alleviate suffering, and create joy whenever possible.

Ownership – We take pride in our work, act with integrity, and feel personal responsibility for achieving our mission.

Respect – We listen, understand, and communicate openly and politely. We recognize our diverse strengths.

Excellence – We set high standards for performance in delivering the safest patient care. We give extraordinary and meaningful experiences to our patients, their families, team members, and the community we serve.