Desktop Support Technician

Position Summary:

The Desktop Support Technician (DST) is responsible for working with the Manage Service Provider (MSP), Louisville Geek, with the installation, operation, and maintenance of systems hardware and related infrastructure. This individual ensures that the IT systems, including but not limited to telephones, desktops/laptops, printers/copiers, cameras, cabling, are all operational and in good working order.

This individual will assist with various projects outside of their daily support duties. These projects include the deployment of equipment (PCs, phones, peripherals, etc.) and support of operations staff in executing, testing, and rolling out various hardware solutions as they relate to Information Technology. Participation in these projects is focused on smoothing the transition of projects from development to production environments. Participation will include, but is not limited to, assisting and educating staff on new project initiatives and how it will impact their day-to-day job responsibilities as it relates to Information Technology.

The DST will actively use the MSP ticketing software to keep track of all work performed, prioritize tasks based on level of importance, and track time worked throughout each day. The DST will actively utilize the MSP’s support staff for assistance on any initiatives, incidents, or requests as they relate to Information Technology.

Position Responsibilities:

Clinical / Technical Skills (40% of performance review)

• Install new/rebuild existing computer hardware, peripherals, etc., by SUN’s IT standards and project/operational requirements.
• Help maintain all hardware and printing machines.
• Follow installation and configuration procedures on all IT-related equipment.
• Contribute to and maintain SUN’s system standards.
• Help plan and run cabling for new IT connections, computers, and camera systems.
• Perform daily system monitoring of all hardware and ensure proper stock of copier supplies.
• Provide desktop support in a complete Windows 10/Windows 11 environment.
• Investigate and troubleshoot issues at the deskside and remotely.
• Assist in repairing, maintaining, and deploying an IP-based camera system.
• Repair and recover from hardware or software failures. Coordinate and communicate with the MSP.
• Perform testing and terminating of infrastructure wiring as needed.
• Work with vendors where product support is available by being an on-site contact.
• Support end users in training and using the Office 365 planform, which includes OneDrive, SharePoint Online, Exchange Online, in-house developed PowerApps, and Teams and Zoom.
• Perform periodic performance reporting to support capacity planning.
• Perform ongoing performance tuning and hardware upgrades.
• Maintain work performed through an internal ticketing system.

• Perform other duties as assigned.

Safety (15% of performance review)

• Strives to create a safe, healing environment for patients and family members
• Follows all safety rules while on the job.
• Reports “near misses,” as well as errors and accidents promptly.
• Correct minor safety hazards.
• Communicates with peers and management regarding any hazards identified in the workplace.
• Attends all required safety programs and understands responsibilities related to general, department, and job-specific safety.
• Participates in quality projects, as assigned, and supports quality initiatives.

Teamwork (15% of performance review)

• Works well with others in a spirit of teamwork and cooperation.
• Responds willingly to colleagues and is an active part of the hospital team.
• Builds collaborative relationships with patients, families, staff, and physicians.
• The ability to retrieve, communicate, and present data and information both verbally and in writing as required
• Demonstrates listening skills and the ability to express or exchange ideas using the spoken and written word.
• Demonstrates adequate skills in all forms of communication.

Integrity (15% of performance review)

• Strives always to do the right thing for the patient, coworkers, and the hospital
• Adheres to established standards, policies, procedures, protocols, and laws.
• Applies the Mission and Values of SUN Behavioral Health to personal practice and commits to service excellence.
• Supports and demonstrates fiscal responsibility through supply usage, ordering supplies, and conservation of facility resources.
• Completes required training within defined periods.
• Always exemplifies professionalism through good attendance and a positive attitude.

Compassion (15% of performance review)

• Demonstrates accountability for ensuring the highest quality patient care for patients.
• Willingness to accept those in need and extend a helping hand.
• Desire to go above and beyond for others
• Understanding and accepting cultural diversity and differences

Education

• Required: High school diploma or GED, with technical study in computer systems, networks, and operations.
• Maintains education and development appropriate for the position.
• May substitute experience for education

Experience

• Required: One to two years of Desktop Support experience.
• May substitute education for experience