IT Desktop Technician III, Full-Time, First Shift, IS&T

IT Desktop Technician III, Full-Time, First Shift, IS&T

The IT Desktop Technician 3 is a very hands-on member of the infrastructure team responsible for PC desktop/laptop configuration and maintenance, mobile devices, printers, peripheral devices, and application support including Windows operating systems, software, and other applications.

This is an internal customer-facing role, and requires excellent prioritization, responsiveness, and customer service along with excellent verbal/written communication skills.

Using effective communication, technical, and analytical skills, IT Desktop Technician 3 will participate in projects, provide technical support including maintenance and upgrading of desktops and laptops.

IT Desktop Technician 3 will develop and maintain positive working relationships with all internal and external customers and vendors.

IT Desktop Technician 3 will coordinate the installation, maintenance, and technical support of all UC Health desktop software and hardware.

IT Desktop Technician 3 will provide technical expertise and support to the end user with primary focus on support of Windows OS, MS Office Suite, UC Health supported browsers and application software.

• Monitors the Help Desk Call Ticketing System - Client Services queue and responds to user problem calls.
• Meets or exceeds SLAs defined by IS&T leadership.
• Uses technology tools to resolve problems.
• Responds quickly to reported issues. Listens to the end-user and asks insightful questions to determine the issue.
• Uses logical diagnostics techniques to determine root cause and communicates in a clear and professional manner the final resolution.
• Works with IS&T staff members and users to resolve system problems in a timely fashion.
• Applies knowledge of resources, guidelines, and organizational values in decision making process.
• Acts as a technical resource for IT Desktop Technician 1 and Technician 2 during and after shift hours.
• Provide on the job training for newly hired technicians.
• Coordinate queue assignments among technician groups.
• Installs, tests and deploys hardware and software.
• Assesses equipment warranty status, coordinate RMAs and any related discrepancies.