Job Description :
7307695
Desktop Support
San Francisco CA 94102
6 months plus

What are the three to five technical responsibilities of the position?
1 7+ years of experience providing desktop hardware deployment and implementation support of low to medium complexity.
2 Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.
3 Strong Customer Services Skills.

Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes. Essential Functions: • Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. • Performs troubleshooting for highly complex hardware, software and system problems for multiple device types. • Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas. • Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members. Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary. • Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner. • Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes. • Responds to assigned issues and participates in the advanced troubleshooting and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery. • Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members. Participates in on-call rotation and provides on-call support. • Exhibits knowledge of advanced desktop services skills. Ability to work closely with cross-functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and Dignity Health standards. • May assist in the development of Operational Level Agreements (OLAs Monitors deviations and escalates issues to more senior team members. • Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project. • Understanding and adherence to policies and procedures. Develops new or modifies existing policies. • Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

Requirements :- Associates degree or technical institute degree/certificate or 4-6 years relevant experience 4-6 years of experience in the service industry. Strong customer service skills. Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.

Basic Qualifications :- Healthcare experience preferred Significant travel may be required: 25% during the normal course of business but may be required to travel more frequently during certain events.