The goal for the Desktop Support Specialist is to achieve total end-user satisfaction by providing an exceptional customer service experience while resolving technical and software problems via telephone, remote control, email , or on-site support.  A person serving in this capacity helps end users navigate the best practices and standard DCH procedures for proper, secure usage of IT resources.

This position serves as a resource between DCH Health System departments, their contracted agencies and the Information Technology department.   Creates and updates policies and procedures related to the use, management, and support of technology/applications.  A good Desktop Specialist manages time well and can expect to work on and resolve all manner of issues relating to desktop hardware and its’ interaction with end users.  An excellent Desktop Specialist makes a support document about it so the whole team can benefit and help end users more quickly.

1. To provide support to end-users for PC, printer, applications, wireless, networking to the data closet and any other supported desktop hardware.
2. To restore service and/or identify and correct core problems by interacting as needed with other Information Technology teams, other DCH Departments, independent DCH business partners and vendor support personnel.
3. To simulate or recreate user problems to resolve operating difficulties.
4. To recommend systems modifications to reduce user problems.
5. To commit to fostering an environment of heightened security following Information Technology Security Policies and participating in security training, such as Health Insurance Portability & Accountability Act (HIPAA), on an annual basis.
6. To document progress and complete tasks in the support software, and respond to radio and email notifications.  This process includes interviewing the customer, asking questions to clarify their needs, and checking the online knowledge base in order to improve subsequent troubleshooting.
7. To follow up daily on open cases, with emphasis on customer involvement and communication.
8. To use informed reasoning to resolve tasks and problems at the lowest point of escalation whenever possible, but also identifies when to seek help on more complex problems to intermediate and/or senior level staff or team leadership.
9. To ensure verbal handoff of escalated issues by text or phone call.  Timely escalation is important, particularly in regards to patient safety, high priority or high volume situations.
10. To coordinate dialogue between the customer and multiple vendors to resolve problems.
11. To contribute to knowledge base articles, creating and updating documents as needed to improve resolution rates for the department.
12. To communicate technical or complex terms and explanations in user friendly, non-technical language.

DCH Standards:

• Maintains performance, patient and employee satisfaction and financial standards as outlined in the performance evaluation.
• Performs compliance requirements as outlined in the Employee Handbook
• Must adhere to the DCH Behavioral Standards including creating positive relationships with patients/families, coworkers, colleagues and with self.
• Performs essential job functions in a manner that ensures the safety of patients, visitors and employees.
• Identifies and reduces unsafe practices that may result in harm to patients, visitors and employees.
• Recognizes and takes appropriate action to reduce risks and hazards to promote safety for patients, visitors and employees.
• Requires use of electronic mail, time and attendance software, learning management software and intranet.
• Must adhere to all DCH Health System policies and procedures.
• All other duties as assigned.

Required Minimum Qualifications:

Associates / Technical degree in a related field with 3 years of IT experience.

Higher level degrees, certifications and experience are preferred.   

IT Desktop/Customer Service experience in a Health Care IT setting is preferred.

Work experience or certifications may substitute for education requirement.

Related skills, certifications and experience for a Desktop Support Specialist include: mid-level proficiency in some combination of personal computer, desktop hardware, networking (LAN/WAN), telecommunications, applications and/or operating system skills.

Must be able to read, write legibly, speak and comprehend English.

WORKING CONDITIONS

Desktop Support Specialist:

WORK CONTEXT

• Important Interpersonal Relationship skills needed:
• Frequent Contact with Others via face-to-face meetings, telephone, or otherwise.
• Frequent duties to Cooperate and Cross-Train with others effectively.
• Frequent Dealing Professionally with External Customers including Patients, Physicians, Vendors, Contractors and Business Partners.
• Occasional need to deal with Unpleasant or Angry People, this is a customer facing service role.
• Frequent monitoring and response to Electronic Mail or Text Messages during work hours is expected.
• Frequent and meaningful communication in face to face meetings, email, and telephone use.
• Teamwork is key for this position, priorities can change suddenly and the team must adapt.
• Physical Work Conditions encountered:
• Occasional - Cramped Work Space, Awkward Positions; Occasional Travel - In an Enclosed Vehicle or Equipment; Usual location - Indoors, Environmentally Controlled; Occasional - Indoors, Not Environmentally Controlled; Brief exposure during equipment transport - Outdoors, Exposed to Weather; Occasional need to [Spend Time Bending or Twisting the Body, Spend Time Climbing Ladders, Spend Time Keeping or Regaining Balance, Spend Time Kneeling, Crouching, Stooping, or Crawling, Spend Time Standing]; Frequent long durations needed - Spend Time Sitting; Freequent need to - Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls; Occasional need especially in Patient Rooms to - Wear Common Protective or Safety Equipment such as Safety Shoes, Gloves, Gowns, mouth/nose face mask, Hard Hats.
• Structural Job Characteristics:
• Duration of Typical Work Week – approx. 40 hours, occasionally more when on-call or involved in some kind of disaster response.
• Significant freedom and frequency in making decisions in regards to prioritization and deployment of your responsibilities.
• Impact of Decisions on Co-workers or Company Results is high, because most healthcare functions require working IT equipment or software to operate effectively.
• Time pressures (Service Level Agreements) and resource levels require constant monitoring and reprioritization of tasks.

PHYSICAL FACTORS

• The Americans with Disabilities Act (ADA) requires the job description to document physical factors, including ability, activities, and requirements.
• Ability: Dynamic Strength – primarily repetitive functions like using a screwdriver to tighten/loosen several screws; Extent Flexibility - The ability to bend, stretch, twist, or reach with your body, arms, and/or legs; Static Strength / Trunk Strength – enough to lift a 55 pound printer on and off a cart and replace one on the user’s desk.
• Activities: Support Team duty involves lifting 55 pounds and lifting and/or carrying such articles as printers, paper boxes, PC's, ladders and telephone hardware including sets and distribution system materials.  Desktop Support involves standing, walking, climbing ladders, pulling cables, drilling holes, and other mechanical duties that require sound motor skills. Requires being able to stoop, kneel, and crouch downward and forward by bending legs and spine.  Employee should be able to reach and extend hands and arms in any direction, bending, crawling, and stooping.  Proper protective equipment will be provided as work environments can include new construction, existing office spaces/desks and medical treatment areas. Has the ability to travel to all Health System facilities
• Requirements: Please indicate the physical requirements of the job:
  • Frequently - Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
  • Frequently - Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
  • Occasionally - Medium work. Exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

• Must be able to perform the duties with or without reasonable accommodation.
• Hearing and vision must be normal or corrected to within normal range.
• Ability to travel to all Health System facilities and transport equipment if needed
• Physical presence onsite is essential.