DESKTOP SUPPORT TECH II

Overview

Tech Desktop Support II

Envision Healthcare

Envision Healthcare is a leading national medical group that delivers physician and advanced practice provider services, primarily in the areas of emergency and hospitalist medicine, anesthesiology, radiology/teleradiology, and neonatology to more than 1,800 clinical departments in healthcare facilities in 45 states and the District of Columbia. We are seeing significant change in healthcare: shifting care models, evolving access points of care, emerging technologies, and lasting impacts as a result of COVID-19. We have a profound opportunity to transform healthcare by leading the change through our strong national footprint and the differentiated, high-quality care we provide. Together, we can improve outcomes and make healthcare more affordable for millions of people.

We have an exciting opportunity available for an experienced Tech Desktop Support II  on our team based in Nashville, TN 

The Desktop Support Technician II is responsible for troubleshooting, configuring, imaging and installing computer and network equipment while providing technical 2nd tier customer desktop support to all Envision employees with the objective of resolving most without escalation

Responsibilities

• Performs imaging, maintenance, upgrades and deployment of software and computer hardware
• Supports end-users via phone, remote support tools and hands on interaction
• Skilled in issue determination and resolution
• Supports Microsoft Office application issues
• Supports Windows and Mac OSes
• Supports wireless connectivity for approved hardware and mobile devices
• Installs approved applications in a timely manner
• Escalates issues and effectively communicate to appropriate personnel for resolution
• Travel between office and local Clinics
• Advanced network troubleshooting skills
• Asset Management fundamentals
• Telecom fundamentals
• Onsite smart-hands support of network, telecom, and server equipment
• Scripting and automation knowledge a plus
• Occasional overtime, after hours and weekend work
• Documents all work related to customer incidents through Envision ticketing system
• Writes and edits knowledge base articles of known issue resolutions and technical information
• Occasionally lift and/or move up to 50 pounds
• Deploy and move workstations
• Some travel required to support remote offices (10 – 25%)

Qualifications

• Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
• Must have experience in a first call resolution focused environment
• Must have working knowledge of imaging, setup, repair and configuration of Dell, Apple, Microsoft related hardware
• Must have working knowledge of Microsoft Windows operating systems (10), Microsoft Office (2016, O365) and the ability to troubleshoot related issues accordingly
• Must have experience with Active Directory administration
• Must have experience with Citrix administration and end-user support
• Must have working knowledge in the configuration and troubleshooting of network printers, scanners and other peripherals.
• Must have the ability to prioritize tasks and effectively complete assignments within an estimated time frame.
• Should have a general understanding of Service Management concepts (ITIL, ITSM)Associate Degree and/or related certification and 4 or more years of related experience in a Desktop Support environmentBachelor's Degree from four-year College or University preferredWindows 10 operating system troubleshooting and configurationMicrosoft Office 2016/O365, configuration and troubleshootingDesktop hardware / software installation, configuration and troubleshootingNetwork / local Printer, scanner and other peripheral installation, configuration and troubleshootingDesktop imaging creation / deployment experience with MDT or SCCM preferredTicketing system documentation and knowledge base article creation experienceRequired: A , MCP, AA DegreePreferred: CompTIA Certifications (MCSE, and/or Network ), ITIL Foundations

If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! 

Envision Healthcare uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify

Envision Healthcare is an Equal Opportunity Employer.