Desktop Support

University of Utah Health; Salt Lake City (UT); On-site; USD 42,000 - 64,000; Full time

Job summary

University of Utah Health is seeking a Desktop Support professional to analyze IT system operations, define user needs, and act as the primary liaison between users and engineering staff. This role does not involve patient care.

Responsibilities include incident management, equipment rollout, inventory maintenance in ServiceNow, and collaboration with ITS teams on troubleshooting and upgrades. A healthcare IT background is preferred.

Qualifications

• Associate's degree in Computer Science or equivalency required.
• Preferred IT help desk experience considered an advantage.
• Knowledge of healthcare environment advantageous.

Responsibilities

• Resolves analytical incident activities through the Service Now Application Suite.
• Reviews incident management daily, providing timely problem solving and desktop support.
• Collaborates with ITS staff on troubleshooting, coverage, and projects as needed.

Skills

System design basics

Desktop OS proficiency

Effective communication

Team collaboration

Customer service excellence

Education

Associate's degree in Computer Science or equivalency

Tools

ServiceNow

Job description

OverviewAs 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

OverviewAs 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.

Required

Qualifications

• Associate's degree in Computer Science or equivalency.

Preferred

Qualifications (Preferred)

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

Working Conditions and Physical Demands

• 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