Desktop Support Tech II

JOB DESCRIPTION: The Desktop and Network Support Technician is responsible for assisting staff with technical support of desktop computers, applications, and related technology. Support includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems, independent analyses communication and problem solving. Technician shall also provide facility support for telephone and video management.

JOB RESPONSIBLITIES:

• Assists staff with the installation, configuration, inspections, troubleshooting, cleaning, and repair of desktop computer, peripheral equipment and software within established standards and guidelines.
• Manages system accounts, assists staff with creation and disabling of different system accounts, including corporate enterprise accounts within established standards and guidelines.
• Controls building access badge management system, which entails the creation and disabling of employee badges and the management and administration of the badge systems within established standards and guidelines; assists with yearly badge audit.
• Controls video management hardware and software, including installing and repairing devices.
• Assists in maintaining LAN/WAN networks, telephone systems, and overhead paging cabling and hardware.
• Using network monitoring tools to troubleshoot, diagnose and repair network devices.
• Collaborates with the vendor for printer/copier services and support. Facilitates networking and adding devices to the server.
• Trains and orients staff on use of hardware and software; works with procurement staff to maintain proper inventory of hardware and software while insuring correct software licensing. Preparing manuals and user guide for training purposes and for the use of users.
• Apply systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specific specifications.
• Design, document, test, create or modify computer programs related to machine operating systems.
• Works with BHIS Help Desk or applicable vendor support to resolve technical problems with different electronic systems. Functions as a help desk for facility.
• Recommends and/or performs upgrades on systems to ensure longevity. Continuously working toward improving the performance of the systems.
• Recommending the need for new software and hardware systems to the management. Works with UHS-BH Corp IT with research, bids and purchase orders. Developing and/or implementing the efficient and cost-effective software solutions for a particular problem.
• Maintain cleanliness and organization of the IT Communication room(s).
• Works with identified employees in each building to function as liaison between the IT department and each facility.
• Provides day to day oversight of IT projects and reports progress to leadership.
• Updating their knowledge about the latest programming techniques and technologies.
• Working closely with the management and other teams in achieving the organizational goal.
• Provides off-hour support as needed.
• Performs other duties as assigned.

EDUCATION/EXPERIENCE:

High school diploma or equivalent AND three (3) years related experience supporting Windows 10 on desktop and laptop PCs required. Education can be substituted with experience on a year for year basis.

Modern Desktop Administrator Associate certification required within 90 days of hire. CompTIA A+ and/or Network+ preferred.

Experience troubleshooting hardware issues and replacing hardware on both desktop and laptop PC's, within a Windows AD environment.

Experience installing software, patches, and updates on Desktops, Laptops, and Servers

Experience troubleshooting basic network, software, and printing problems.

Customer service experience required.

Project management experience preferred.

KNOWLEDGE/SKILLS:

• Ability to perform assignments with minimal supervision;
• Ability to work successfully under highly stressful conditions;
• Ability to make sound, independent judgments based on scientific and/or ethical principles;
• Capability of adapting to varying workloads and work assignments on a constant basis;
• Effective comprehensive reading skills, strong communication skills, written and verbal.
• Must have a working knowledge of computers.

MINIMUM REQUIREMENTS OF THE POSITON:

• Must be able to complete new hire requirements such as State of Alaska Background Check and Drug Testing.
• Must be able to demonstrate special training, knowledge and skills specific to job within the first three (3) months of training.
• Must complete all mandatory in-services annually.
• Must be tested for Tuberculosis with a PPD skin test or chest x-ray upon hire; PPD skin test required annually or chest x-ray annually thereafter.

GENERAL WORKING ENVIRONMENT: Working conditions for all employees are as follows, but not limited to a psychiatric hospital setting; some risk involved in the event of aggressive patient(s); work load may include day, evening, night, weekend and/or holiday shifts. Employees occasionally exposed to blood borne pathogens, and loud noise levels.

Mental demands described herein are representative of those which must be met by an employee to successfully perform the essential functions of the job, but are not limited to the ability to remain calm in a stressful environment; and the emotional stability, physical stamina and agility to handle stress and respond quickly and effectively to emergency situations.

PHYSICAL REQUIREMENTS: Requirements include, but are not limited to the ability to communicate effectively with employees; the ability to effectively utilize communication equipment; the physical agility to manage cleaning equipment; the ability to read, write.

• Frequently utilize physical ability for standing or sitting for long periods of time.
• Regularly utilize physical ability for speaking, hearing, and seeing with correction for close and distance vision, color discrimination, peripheral vision, depth perception and focusing ability. Speaking and hearing may be necessary for conversing with and assessing employees.
• Able to ascend/descend ladders, stairs and ramps; body agility is emphasized.
• Able to bend body downward and forward by bending spine at the waist; bend legs at knee to come to a rest on knee(s)
• Able to extend hands and arms in any direction
• Able to use upper and lower extremities to exert force in a pulling or pushing motion. Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects
• Able to raise objects from a lower to higher position or from side-to-side.
• The worker is subject to hazards: Includes a variety of physical conditions
• Must be able to concentrate amidst distractions; must be able to perform work of a repetitive nature; must respond calmly to potentially volatile clients
• Mental demands include but are not limited to emotional stability, physical stamina and agility to handle stress and respond quickly and effectively to emergency situations.
• The worker is subject to odors from paint, carpet adhesives, and other construction and cleaning chemicals used for routine maintenance and building renovation.

EQUIPMENT/MATERIALS USED: PC computers, servers, telephonic equipment, routers, switches, network firewall, printers, hand tools, cabling, ladders, main frame computers.