Job Description
CORE TECHNICAL KNOWLEDGE
- Demonstrates basic understanding of Microsoft client technologies as a core competency
- Basic knowledge with Active Directory infrastructure (AD, DNS/DHCP, DFS, GPOs, logon scripts, PKI, migrations, etc.)
- Basic knowledge and experience with SCCM/GPOs/other central management solutions
- Ability to perform end-point network troubleshooting independently (ping, tracert, netstat, wireshark, DNS/DHCP, etc.)
- Can successfully support end-user computing peripherals (printers, scanners, e-Sig readers, bar code scanners, etc.)
- Experience with desktop/laptop imaging and deployment
- Mobile technology (smartphones, tablets, MDM, etc.)
- Fundamental video conferencing knowledge and experience
SUPPORT, ANALYSIS, and RESEARCH
- Demonstrates attention to detail in data gathering, specifications development, documentation, process and data flows, and record keeping.
- Communicates effectively with clients, colleagues and developers.
- Demonstrates basic degree of analytical skill.
TEAM SUPPORT and MANAGEMENT
- Works under direct supervision in support of team initiatives. Depends on knowledge and experience to make decisions on the best course of action for troubleshooting issues or completing assigned work
Responsibilities
The Desktop Services Support Technician:
- Responsible for the administration and support of the client infrastructure and end-point computing devices and their associated peripherals and software
- Provide direct technical support for 1st and 2nd level client support issues
- Assists with departmental move requests
- Assists with new location build-outs
- Deploys and refreshes laptops, desktops, mobile devices and other peripheral devices
- Proactively and routinely performs rounding in critical care areas to ensure patient care computing devices are reliable and in working order
- Challenges current processes and procedures; looks for new ways of meeting responsibilities and accomplishing assigned work
- Acts as an advocate and role-model for information security to other IT team members and our non-IT team members while protecting and maintaining user data at all times
- Researches complex issues independently through various online resources before escalating issues to other teams. Fully documents troubleshooting steps completed as part of a warm-hand-off process to the escalated team and suggests areas of possible root cause collaboratively with the escalated team
- Collaborates with helpdesk, system engineering and application teams to troubleshoot and resolve multi-disciplinary issues
- Instructs users in the use of equipment, software and peripherals
- Interacts with employees to facilitate and promote effective use of information technology
- Demonstrates an impeccable level of attention to detail and thorough technical documentation creation and maintenance
- Follows departmental change control procedures and reports changes to appropriate personnel.
- Performs 24/7 on-call support on a rotational basis
- Performs all other duties as assigned
Qualifications
Education Required:
- Bachelor's Degree in Computer Science, Engineering, Information Technology or related discipline; equivalent combination of education/certification and or experience acceptable.
Experience Required:
- 1+ Years minimum in-depth experience in several of the following areas:
- Windows 7/10 client support
- Computer hardware and software deployment, upgrades and replacements
- AD and its related technologies
- Supporting IT environments with 150+ users and computers
- End-client peripheral devices (printers, scanners, e-Sig readers, etc.)
- Mobile technology experience - deployment and support
LICENSE and/or CERTIFICATION REQUIRED
- A+ required
- MTA preferred
KNOWLEDGE OF:
- Policies and procedures related to functional unit supported
- ITIL
SKILLS:
- Attention to detail
- Customer focused mindset
- Strong communication & follow-up skills
- Real-time prioritization and triaging
ABILITY TO:
- Multi-task and embrace change
- Handle a fast paced, high volume environment
- Work in a team environment alongside multiple disciplines
- Research issues independently and leverage knowledge and resources to effectively solve novel issues
- Develop close working relationship with systems teams and peers.
- Develops collaborative working relationships with client departments
- Strong analytical abilities and professional office experience required.
Demonstrates basic knowledge of the job, activity or function, needs supervision or mentoring on advanced assignments. Junior to mid-level position with basic technical skills.
Work Environment:
TRAVEL:
May be required to travel to/from and work in the various CCMC locations, including patient care areas.
May be required to travel for mandatory certifications
About Us
Connecticut Children's is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children's offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.
At Connecticut Children's, treating children isn't just our job - it's our passion. As a leading children's health system experiencing steady growth, we're excited to expand our team with exceptional team members who share our vision of transforming children's health and well-being as one team.