Desktop Tech III - FT - Days - Information Services and Telecom @ MV

El Camino Health is committed to hiring, retaining and growing the best and brightest professionals who will carry our mission and vision forward.  We are proud of our reputation in the community: One built on compassion, innovation, collaboration and delivering high-quality care.  Come join the team that makes this happen.

Applicants MUST apply for position(s) by submitting a separate application for each individual job posting number they are interested in being considered for.

FTE

1

Scheduled Bi-Weekly Hours

80

Work Shift

Day: 8 hours

Job Description

The Desktop Technician III is a senior member of the Desktop Services Group within the Information Systems department.  This position concentrates primarily on leading and overseeing end user support, managing work intake and responsible for the proper workload distribution in support of management requirements. Responsible for coordination and resource management for all technical activities and projects in support of external clinics and other locations off-site. Responsible for the management of asset management, supplies inventories and coordination of all procurement of end-user hardware and software. Oversees and manages workload distribution, hardware installations, software updates, patching and software maintenance, equipment repairs and other support within a 24x7x365 high-availability healthcare environment. Available for on-call support (rotational) with evening and weekend work required as necessary. End-user support includes desktops, laptops, workstations on wheels (WOW), thin clients, tablets, scanners, printers, keyboards, cameras and other mobile devices (MDM & BYOD). 

End-user software includes different operating systems, standard applications such as Microsoft Office, Apple iOS as well as other healthcare specific applications (i.e. Epic).  Adherence to organizational, departmental and Desktop Service specific polices, directives, objectives and procedures is required. This position provides remote and face-to-face support to both internal and external customers with problems and requests related to connectivity, access, computer hardware, operating system and software application functions. 

Provides timely completion of requests/tickets to meet Service Level Agreements (SLA) and escalation and customer notification of those that cannot be resolved in a timely manner   Generates, daily, weekly and monthly reports, providing ticket status to management via ServiceNow dashboards and reports.   Must have strong communication (verbal & written) as well as customer service skills, to successfully work with a wide variety of customers including but not limited to clinical and medical staff as well as the executive level leadership. Proactively identifies, troubleshoots and resolve problems.  Daily interaction with customers (rounding) required, applications analysts, Management, Technical Engineers and other members of the IS Division.   

Position is on-site, does not qualify for remote mode.

Qualifications

Minimum Qualifications –

• Bachelor’s ’s degree;   preferable Computer Science, or related field AND five  years relevant desktop support work experience in Information Technology healthcare related preferred or other 24/7 high-availability environment.

  • OR Five to 10 year’s relevant desktop support work experience in Information Technology. Preferable with five years’ experience in healthcare or other 24/7 high-availability environment.

• Project management methodology (Demonstrated experience in developing project management components) i.e. scope, cost, timeline, milestones, risk, quality, issues log and communication.

• Demonstrated experience working in a heterogeneous LAN/MAN/WAN environment installing, implementing, and testing a wide variety of vertical and off the shelf applications as well as diverse hardware.

• Must possess leadership skills, overseeing other desktop support technicians, able to train, mentor and coach other  members of the team.

• Windows10 and Apple iOS knowledge, strong technical and customer service skills a must. VMware Horizon View (VDI, RDSH, AVS, WorkspaceONE, JAMF) preferable. Solid understanding of ServiceNow dashboards, generating reports and navigating through different features.

• Must demonstrate excellent written and verbal skills to support management and assist with the development of technical documentation. Able to provide status to leadership, participated in status meetings and be able to cover for manager in special circumstances.

• Proven problem solving  and critical thinking skills

• Ability to collaborate, build organizational partnerships with others and be able to negotiate and build consensus.

• Ability to manage its own time and schedule own tasks. 

• Must take the initiative to work efficiently without constant supervision and direction.

• Demonstrate resourcefulness, initiative and analytical abilities.

• Must be able to work varied shifts and/or additional hours as needed.

Preferred Qualifications:

• Successful completion of additional related certifications.

• Successful completion of multiple courses in relevant computer fields from a recognized program.

• Experience working in and supporting a virtual desktop environment (Horizon View).

Salary Range:

$43.51 - $65.27 USD Hourly

The Physical Requirements and Working Conditions of this job are available.  El Camino Health will provide reasonable accommodations to qualified individuals with a disability if that will allow them to perform the essential functions of a job unless doing so creates an undue hardship for the hospital, or causes a direct threat to these individuals or others in the workplace which cannot be eliminated by reasonable accommodation.

Light Work - Walking or standing up to 49% of shift, duties require standard movement, may occasionally lift up to 20 lbs. - (Physical Requirements-United States of America)

An Equal Opportunity Employer:
El Camino Health seeks and values a diverse workforce. The organization is an equal opportunity employer and makes employment decisions on the basis of qualifications and competencies. El Camino Health prohibits discrimination in employment based on race, ancestry, national origin, color, sex, sexual orientation, gender identity, religion, disability, marital status, age, medical condition or any other status protected by law. In addition to state and federal law, El Camino Health also follows all applicable fair and equitable employment policies from the County of Santa Clara.