IT Desktop Support- Correctional Health

Parkland Health; United States; On-site; USD 52,000 - 73,000; Full time

Job summary

Parkland Health in the United States seeks an IT Hardware Support Technician to deliver onsite assistance for desktops, laptops, tablets, printers and peripherals. You will perform IMAC tasks, configurations, upgrades, and incident resolution, while documenting steps and escalating as needed.

Responsibilities include maintaining good customer relations, supporting Parkland Projects, and mentoring junior staff when assigned by the supervisor.

Qualifications

• Must have 2–5 years in a large enterprise IT operations environment.
• Experience troubleshooting, repairing, and configuring end-user technologies including desktops, laptops, tablets and peripherals.
• Familiar with Windows, iOS, Android operating systems and common software like MS Office and Adobe Pro.

Responsibilities

• Provide hardware technical support for desktops, laptops, tablets, and peripherals.
• Perform IMAC (install/move/add/change) tasks and configurations.
• Maintain customer relations and support; assist Parkland Projects as needed.

Skills

End-user hardware

End-user operating systems

Networking concepts

Customer service

Documentation

Mentoring

Education

Bachelor's degree

Tools

VMware Mirage

VMware View

Job description

Primary Purpose

With guidance from IT Leadership, provides hardware technical support for desktop PCs, laptops, virtual desktops, tablets and other mobile devices, terminals, monitors, PDAs, printers, thin clients, bar-code scanners, audio/visual equipment, telephone handsets, workstation on wheels (WOW) carts, card & badge readers, document scanners, handheld scanners, time clocks, signature pads/ePads, and other connected peripherals. Provides installation/moves/adds/changes (‘IMAC’), configurations, upgrades and problem resolutions. Helps manage customer relations and support. Assists Manager/Supervisor with Parkland Projects, as needed.

MINIMUM SPECIFICATIONS

Education:

• Prefer Bachelor’s degree in Computer Science, Telecommunications, Information Systems, or a related field.

Experience:

• Must have 2-5 years of experience in a large, enterprise IT operations environment.
• Must have experience in troubleshooting, repairing, and configuring end-user technologies, which include:
  o Hardware (Desktops, Laptops, Tablets, handheld devices & peripherals)
  o Operating systems (e.g. Microsoft Windows, IOS, Android)
  o Software (e.g. MS Office, Adobe Pro, MS Visio, Crystal Reports)
• Experience in a virtualized environment using VMWare Mirage and View a plus.

Equivalent Education and/or Experience:

• May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Certification/Registration/Licensure:

• Prefer Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Technology Specialist (MCTS), or CompTIA A+ certification.

Skills or Special Abilities:

• Must be able to follow established process and procedures developed to ensure consistent management of enterprise end-user technology solutions.
• Must be detailed oriented and be able to demonstrate the ability to properly document the troubleshooting steps and resolutions for assigned tickets.
• Must have effective communications skills in order to interact with customers and internal IT staff members.
• Must have ability to troubleshoot, identify and resolve problems regarding end-user devices and peripherals.
• Must have sound knowledge of end-user operating systems, hardware and software currently used at Parkland.
• Must have sound knowledge of network and telecommunications concepts.
• Must be customer service oriented.
• Must be able to mentor junior team members, as needed.