Desktop Support

University of Utah; Salt Lake City (UT); On-site; USD 42,000 - 65,000; Full time

Job summary

The University of Utah Health in Salt Lake City is seeking a Desktop Support specialist to review, analyze, and improve IT systems operations. You will serve as the primary contact between users and engineering staff, and you will support desktop OS and office applications in a patient-focused but non-clinical capacity.

Responsibilities include incident triage in ServiceNow, routine problem resolution, inventory management, software/hardware evaluation, and contributing to upgrades and on-call

Qualifications

• Basic knowledge of system design and analysis.
• Proficiency with desktop operating systems and common office software.
• Ability to communicate with employees at all levels.
• Strong human relations and teamwork capabilities.
• Commitment to excellent service.
• Familiarity with patient/hospital applications and practices.

Responsibilities

• Resolves desktop IT incidents and performs triage and closure.
• Reviews daily incident management activities and provides timely user support.
• Collaborates with ITS staff on troubleshooting and projects.
• Rollout of new machines and cascading of equipment.
• Maintains inventory records in ServiceNow.

Skills

System design & analysis

Desktop OS environments

Office apps (Word/Excel/Email)

Communication skills

Teamwork

Patient/hospital applications

Education

Associate's degree in Computer Science or equivalency

Job description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

The Desktop Support position reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff. This position has no responsibility for providing care to patients.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Resolves analytical incident activities that include assessment, triage and closure of complex and varied information technology problems that are handled through the Service Now Application Suite.
• Reviews the incident management activities daily, providing end-users with timely problem solving and technical support at the desktop level.
• Collaborates with other ITS staff on a routine basis regarding technical troubleshooting and problem resolution, unit coverage, product recommendations and other projects as needed.
• Rollout of new machines, cascading of existing equipment, and dissemination of new standard.
• Assists in maintaining inventory records on the ServiceNow system used for technology chargeback.
• Solves configuration conflicts, improving software performance and user satisfaction levels.
• Performs needs assessment, product review and procurement advice for software and hardware, and advises end-users and IT management on recommendations.
• Performs institutional upgrades and sweeps, as needed, following ITS established procedures for installation and machine configuration.
• Participates in location/shift rotation with the Client Support team on a limited basis.
• Participates in the Client Support team on-call rotation.
• Participates in regular 1-1 meetings with Client Management Principal and Team Lead.

Knowledge / Skills / Abilities

• Basic knowledge of system design and analysis.
• Proficiency in the various desktop operating system environments and basic desktop application suites, including word-processing, spreadsheet, and email.
• Ability to effectively communicate with employees at all organizational levels.
• Demonstrated human relations and communications skills, and ability to work in a team environment.
• A strong commitment to excellence in service.
• Familiarity with patient/hospital applications and practices.

Qualifications

Required

• Associate's degree in Computer Science or equivalency.

Qualifications (Preferred)

Preferred

• IT help desk experience.
• Knowledge and experience in Health Care.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking