Desktop Technician II

Dartmouth Health; Lebanon (NH); On-site; USD 35,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plans

Job summary

Dartmouth Health, based in New Hampshire, seeks a technical support professional to handle escalated tickets, deploy hardware and software, and assist with moves, adds, and changes across campuses. The role may involve remote and on-site support and requires strong customer service and troubleshooting skills.

The position supports Dartmouth Health managed devices (PCs, peripherals, mobile devices, tablets, printers, scanners) and may involve training, documentation, and process improvement.

Qualifications

• High school diploma or equivalent required.
• Intermediate knowledge of computer hardware and software.
• Intermediate knowledge of troubleshooting methodologies.

Responsibilities

• Provides technical support to end users for complex applications, processes, and hardware issues. Documents accurate assessments, performs analyses, and effectively troubleshoots issues.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Successfully utilizes the ACD system within department guidelines to back up tier 1 support as needed.
• Performs work locally, remotely, via telephone, e-mail, and in-person at all Dartmouth Health locations as necessary.
• Provides services for Dartmouth Health managed equipment including PCs, peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners. This may include installing/uninstalling software, and setup of new equipment and peripherals.
• Provides system hardware and/or software repairs and upgrades of Dartmouth Health PCs and peripherals utilizing technical skills and appropriate tools.
• Maintains proficiency with tools for ticket management, problem management, inventory, and asset management; may update documentation.
• Presents information in group settings and communicates status of open problems to all concerned parties.
• Monitors team work queues and takes ownership of tickets according to priority.
• Acts as departmental technical expert and provides training to team members.

Skills

Customer service

Troubleshooting

Remote support

Education

High school diploma or equivalent

Tools

ACD system

Job description

Overview

Technical support professional who responds to escalated tickets as required via additional skills, knowledge, tools or authority. May resolve incidents remotely or at user's location via equipment returns. Responsibilities include hardware & software deployments, moves, adds and changes. May develop, document, and maintain applicable processes and be responsible for reporting on, and training others on best practices and processes

Responsibilities

1. Provides technical support to end users for complex applications, processes, and hardware issues. Documents accurate assessments, performs analyses, and effectively troubleshoots issues
2. Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
3. Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines to back up tier 1 support as needed.
4. Performs work locally, remotely, via telephone, e-mail, and in-person at all Dartmouth Health locations as necessary
5. Provides services for Dartmouth Health managed equipment including but not limited to personal computers (PCs) (desktops and laptops), peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners. This may include installing/uninstalling software, and setup of new equipment and peripherals.
6. Provides system hardware and/or software repairs and upgrades of Dartmouth Health PCs and peripherals utilizing technical skills and appropriate tools.
7. Performs duties related to recycling of discontinued PCs and peripherals, reimaging PCs and duties related to lost or stolen PCs and peripherals.
8. Maintain proficiency with tools necessary to the role, including current software platform for ticket management, problem management, inventory, and asset management. May participate in updating documentation to reflect current information and workflows.
9. Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties. Serves as a technical resource to others as needed.
10. Monitors team work queues and takes ownership of tickets according to priority and daily assignments. Assists others with prioritization of tickets.
11. Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
12. Projects may necessitate temporary increases of working hours.
13. Acts as departmental technical expert for other IS departmental staff, end-users and third party IT vendors. Provides precepting, training, and assistance to organizational team members
14. Networks and collaborates with other IS teams.
15. Functions as a resource to operations, staff and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations.
16. Participates in administration of policies and projects. Provides analysis functions in support of process improvement.
17. May perform a variety of report generation and data manipulation duties
18. Performs other duties as required or assigned.

Qualifications

• High school diploma or equivalent required

  Minimum 4 Expertise Units Required for consideration. Expertise Units defined: o 1 per each year of desktop technician work experience o .5 per year of relevant technical work experience o .5 per year non IT Military experience o Points for highest degree attained o 2 per related Associates Degree, 1 for unrelated o 4 per related Bachelor Degree, 2 for unrelated o 6 per related Masters Degree, 3 for unrelated o 1 per current beginner Certification o 3 per current intermediate Certification o 5 per current advanced Certification

  Intermediate knowledge of computer hardware, and software

  Intermediate knowledge of troubleshooting methodologies

Required Licensure/Certifications

- Valid driver’s license with a clean driving record required in accordance with D-H’s Driver Disqualifications

• Area of Interest: Information Systems/Technology
• Pay Range: $25.19/Hr. - $39.05/Hr.
• FTE/Hours per pay period: .01 hrs/per week (per diem/temp)
• Shift: Day
• Job ID: 43218

Dartmouth Health offers a total compensation package that includes a comprehensive selection of benefits. Our Core Benefits include medical, dental, vision and life insurance, short and long term disability, paid time off, and retirement plans. Click here for information on these benefits and more: Benefits | DHMC and Clinics Careers

Dartmouth Health is an Equal Opportunity and Affid All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy-related conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law.

Dartmouth Health provides reasonable accommodations to qualified individuals with disabilities and to applicants and employees with sincerely held religious beliefs in accordance with applicable law. Applicants who require an accommodation during the application or interview process may contact [e-mail] for assistance.