Desktop Support ENG II

ESSENTIAL FUNCTIONS

• Install configure maintain and troubleshoot Windows-based computers and various peripheral devices effectively.
• Install maintain and troubleshoot all business applications effectively.
• Architect desktop application
• Architect wireless and network solutions
• Create printer mappings for clinical systems.
• Escalate errors to hardware and software manufacturers as necessary.
• Manage user errors and requests through the IT/Facilities help desk ticketing system.
• Document daily tasks and create user documentation as needed.
• Track company assets through inventory database timely and accurately.
• Understand and demonstrate the main role of IT is to help others do their job better more efficiently and more securely.
• Maintain a high level of customer satisfaction.
• Maintain confidentiality.

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred.

EXPERIENCE

• 2 - 4 years of experience in the IT/Desktop Support field. Proficient with all Windows operating systems.
• Must have at least intermediate skills with Microsoft Office Professional Suite.
• Healthcare IT Experience is preferred.

KNOWLEDGE

• Knowledge of Microsoft Office software.
• Knowledge of how to operate and troubleshoot computer equipment.
• Knowledge of Telephony systems programming documentation and process creation.
• Knowledge of asset and time management skills to assist the department.

SKILLS

• Skill in organizing tasks/work orders.
• Skill in using customer service skills in dealing with frustrated users.
• Skill in problem-solving.
• Skill in maintaining a safe operating environment.

ABILITIES

• Ability to troubleshoot common desktop and user problems and develop resolution strategies.
• Ability to communicate effectively and in user-friendly terms verbally and in writing.
• Ability to be a team player with effective interpersonal skills.
• Ability to solve problems and work independently.

ENVIRONMENTAL WORKING CONDITIONS

• Normal office environment.
• Some travel within the community.
• Must reside in the Madison WI metropolitan area
• 100% on-site location

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment.
• Some bending and stretching are required.
• Manual dexterity using a calculator and computer keyboard

ORGANIZATIONAL REQUIREMENTS

• HOPCo Mission Vision and Values must be read and signed.

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities knowledge skills abilities and working conditions may change as needs evolve.