Junior Desktop Engineer

Full Time

Job Summary: This position performs basic technical support to desktop computers, laptops and related technology. This includes performing equipment installation and upgrades, troubleshooting and problem resolution and preventative maintenance in accordance with standard guidelines and procedures. Will provide on-call support to users outside regular business hours. Works with other IT teams to diagnose and resolve IT end user issues.

Minimum Education: Two years of college level courses with network or desktop computer related courses. Education requirement waived with high school diploma and one or two years of desktop experience.

Licensure, Registration and/or Certification: Off-campus system support duties will require use of a private vehicle. A valid driver's license, Motor Vehicle Report, and proof of vehicle liability insurance in the amount required by SFHS guidelines will be required. A+ certification is preferred.

Work Experience: Six months to one year of directly related experience.

Knowledge, Skills and Abilities: Demonstrate a basic understanding of computer desktops/laptops, software, networking as well as a basic understanding of IT systems management and utilities. Experience working directly with end users. Demonstrating ability to maintain professional and courteous during highly stressful and fast- paced situations. Demonstrate ability to gather information, understand problem, determine impact on end user or department and escalate when necessary. Demonstrate ability to juggle multiple tasks while documenting customer issues for resolution or escalation.

Essential Functions and Responsibilities: Under direct supervision, installs, configures and performs ongoing usability and maintenance of desktop computers, laptops and peripheral equipment and related software following standard departmental procedures and standards. Under the guidance of team lead or supervisor, follows standard procedures, performs complex troubleshooting activities, escalating issues to other information technology departments/staff as needed. Documents all actions and problem resolution of end user desktop computer/laptop issues using the ticket management system. Keeps end users informed through problem resolution. Assists with moves, adds, changes and repairs of hardware equipment. This position works closely with other departmental areas, end users and third party vendors and is responsible for documenting all request activities. Also assists and plays a role with the implementation of new or upgrade of existing application systems. Prepares and completes necessary documentation as it relates hardware inventory. Performs after hours on-call responsibilities as required.

Decision Making: Independent judgment in planning sequence of operations and making minor decisions in a complex technical or professional field.

Working Relationships: Works directly with patients and/or customers. Works with internal and/or external customers via telephone or face to face interaction. Works with other healthcare professionals and staff. Works frequently with individuals at Director level or above.

Special Job Dimensions: None.

Supplemental Information: This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.

Information Technology Desktop Support Services - Yale Campus

Location:

Tulsa, Oklahoma 74136

EOE Protected Veterans/Disability