Desktop Support Technician

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, andtreatment facilitiesin Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

The successful candidate:

Job Overview

The Desktop Support Technician’s role is to provide a single point of contact for stakeholder requests via Help Desk assignment to receive support and maintenance within the organization’s desktop computing environment and software operations. This includes installing, diagnosing, documenting, repairing (possibly order/return equipment), maintaining, and upgrading all PC hardware, printers, phones, audio visual equipment and miscellaneous IT devices to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, via e-mail or IM) in a timely and accurate fashion and provide stakeholder assistance where required. The technician will track and communicate status, provide timely updates to the tickets and resolve all assigned tickets within SLA. The technician will work closely with Infrastructure and Application teams in support of new installations, upgrades and changes in the environment and desktop.

Job Responsibilities

• Receive and respond to incoming assigned tickets, calls, pages, and/or e-mails regarding support problems. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Provide assistance for new installations, upgrades, and changes in the environment and desktop. Achieve a minimum of 85% adherence to SLAs for resolution of tickets. Achieve a minimum of 85% or higher scores of 4 or more (5 point scale) from customer service feedback surveys.

• Install, configure, test, maintain, monitor, and troubleshoot equipment and end-user workstations and related hardware and software in order to deliver required desktop service levels. Assess the need for and implement performance upgrades to PC boxes, telephony and peripherals. Achieve 90% of standard equipment deployment within 3 business day SLA. Achieve a 90% or higher right the first time deployment (no-call backs).

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution while providing communicate of status the stakeholder and timely updates within the ticket.

  Ensure that all issues are tracked and documented in the ticket system. Check the system to see if a ticket has been entered and if it hasn’t, they must be documented within the following timeframe: High priority incidents (those involving system downtime) must be in the system within 15 minutes of you receiving notification. All others should be documented by the end of the business day. Notification can be made by calling the service desk at 1-877-448-1725 and giving them all the details available at that time.

• Resolve all tickets within SLA. Accurately document instances of desktop equipment or component failure, repair, installation, and removal. Maintain an inventory of all monitors, keyboards, hard drives, and other components and equipment.

• Participates in on-call rotation with team members on weekly/monthly basis for support coverage services acting as primary, secondary or as needed for problem support (on call refers to providing support services when called upon any hour of the day or night - 24/7) Provides and responds to on-call support per the designated time frame for Call Response and Problem Resolution SLA’s. Responds to support requests, tracks and monitors the problem and ensures timely resolution. Follows on call support, resolution and escalation procedures as per support definition. Provide 24/7 on call Support and rotate with team members on weekly/monthly basis.

• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs. Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase. Write technical specifications for purchase of PCs, desktop hardware and related products.

Job Qualifications

• An Associate’s Degree in the field of Computer science or Computer Engineering is required, or relevant work experience; Bachelor’s Degree in Business Administration, Management, or Information Technology preferred.

• 2 years of IS experience, primarily within the areas of A/V, desktop support, help desk, and hardware troubleshooting.

• IS experience within a multi-facility healthcare organization is preferred.

• A+ certification preferred.

• ITIL Foundations certification preferred.

• Working knowledge of basic computer hardware, including audio/visual equipment, desktop CPU, laptops, printers, phones, handhelds, laser printers.

• 2 years’ experience with Microsoft Suite of products and Microsoft operating systems

• Proven excellent technical knowledge of PC and desktop hardware and internal components

• Proven hands-on hardware troubleshooting experience.

• Proven extensive equipment support experience

• Ability to operate tools, components, and peripheral accessories.

• Able to read and understand technical manuals, procedural documentation, and OEM guides.

• Extensive background in troubleshooting hardware problems, including: PC components, VoIP, and networking.

• Excellent oral and written communication skills.

• Excellent customer service skills, including ability to convey key technical information to non-technical users.

• Excellent team-oriented approach.

• Excellent organization skills required.

• Must be able to maintain composure in high stress situations and environments

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our comprehensive benefits, click here:Benefits Information