Under general supervision, this position performs shift and departmental duties to maintain efficient and accurate operation of the hospital's computer systems. This position reviews/checks the work performed by other Desktop Support Engineers to ensure that the shift duties are handled in a consistent, steady, and accurate manner.
Supervises staff and efficiently performs and trains on the job functions and tasks listed for the Service Desk Engineers I and II.
Assists with preventive maintenance work and ensures that the Desktop Support Engineer I and IIs respond to incidents and requests in a timely manner. Helps review and maintain records in the approved ticketing system.
Assists in the development and documentation of operating/processing procedures
Assists with repairs to the system and its components, responds to escalations, calls in outside vendors for repairs when necessary, and insures that all work performed to the system meets medical center standards
Assists Project Manager on larger projects with project plan, task list, issues list, and status updates.
Assists users in determining most effective way to use existing computer tools and provides project plans and schedules on how to accomplish the tasks.
Assists with the development of communication and troubleshooting tools.
Assists users in defining hardware and cabling needs.
Documents all activities.
Works with vendors and department application owners to design and build solutions/develops documentation.
Communicates any special requests or occurrences to the oncoming shift.
Coordinates IT activities with medical center IT department.
Assists with the development and implementation of end user training.
Collaborates with other application domain experts to ensure that system integration requirements are accurately defined, designed tested and implemented.
Collaborates with stakeholders to document and analyze business requirements and develops recommendations on application design, process changes, implementation, rollout and support.
Collects information through customer conversations, accessing support tools, and monitors incidents redirected to additional support staff.
Collaborates with Technical Services to help troubleshoot and remediate network design and performance issues.
Builds and customizes reports to facilitate workflow.
Diagnoses and resolves technical issues remotely as needed.
Reviews tickets for Desktop Support I & II for accuracy and provides feedback on a routine basis.
Monitors the Desktop Support queue to ensure that work is distributed evenly and performed within SLA.
Department Specific Competencies
Acts as an escalation point for computer related issues for resolution. Maintains knowledge regarding computer applications, hardware, and software specific to their areas, i.e. Microsoft Office, Outlook, Windows 7/10.
Assists department management in determining effective ways to use existing hardware and software to solve information needs.
Assists in defining hardware and cabling needs.
Associate's degree in Computer Science or Information Systems OR 2 years of equivalent experience.
Number of Years Experience Type of Experience
3 Technical Supervisor/Lead or similar experience
3 years experience as a technical lead; 5 years experience as a Desktop Support Engineer or equivalent job function
License / Certification Requirements