Desktop Support Technician

Experience a rewarding and fulfilling career with Mercyhealth. Mercyhealth is committed to offering our partners a best place to work. Our unique workplace Culture of Excellence is built upon:

• Employee engagement, empowerment and growth
• Teamwork toward our common goal - providing exceptional health care services with a passion for making lives better
• An atmosphere of caring and quality that cascades throughout the organization

Provides technical support, setup, configuration, troubleshooting as they relate to personal computers, printers, applications software and network connectivity. Logs, tracks and resolves hardware and peripheral issues. Technician is responsible for taking a lead on projects. Assist with end-user training on how to use personal computers, operating systems, utilities and applications. High level of commitment to completing assigned projects or tasks to meet deadlines. May be required to work flexible hours or to be on call. Works within established guidelines for system standards and refers unusual situations to manager or senior level staff.

Essential Duties and Responsibilities

• Performs installation, repair, upgrades, and modifications of PC equipment.
• Installs PC software programs and systems to meet user requirements.
• Analyze software for compatibility on desktops and network.
• Provide analytical support for third party software applications.
• Advises and provides support for project implementations.
• Escalation of issues within the department as needed to senior technicians
• Provides supervisor with regular and succinct reports regarding the progress being made against assigned objectives.
• Maintains records and inventory of computer equipment.
• Travel to other Mercyhealth locations is required

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Associate's degree (A. A.) in Computer Science or related area required. Two years of directly related work experience will be considered in lieu of degree.
Active PC user with two years PC experience in hardware and software installation in a business or hospital setting preferred, and setup Experience with local area networks, data base utilities and mid-range computer systems helpful.

Certification and Licensure

Hardware or OS certification preferred

Skills and Abilities
Ability to multi-task and prioritize projects asks effectively
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.