Desktop Support Technician (associate, Mid, Or Senior)

Sr. Desktop Support Technician

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services Department: IS-HUP Location: HUP - 3400 Spruce Street Hours: 8:00am to 4pm Monday - Friday, In Office

The Senior Desktop Support Technician provides on-site field support to customers. Performs installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.

Accountabilities

• Oversee complex technical issues for the team and work with appropriate teams on solutions as needed.
• Improvising solutions where none are known while adhering to UPHS standards.
• Assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise.
• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc).
• May perform executive management (VIP users) support duties.
• Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
• Updates tickets and assignments according to established procedures.
• Participates in on-call rotation as assigned.
• This position will require strong technical and analytical skills.
• Demonstrated knowledge of the use of technology.
• Demonstrated ability to work independently and on multiple projects independently.
• Demonstrated ability to learn and use new technology.
• Coordinate and assist with local technology initiatives by scheduling with customers, collaborating with vendors, and working closely with team members to align goals. Ensure projects are completed accurately, efficiently, and on time.
• May require travel between locations to complete tasks, support projects, or provide on-site technical assistance.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
• Other duties as assigned to support the unit, department, entity, and health system organization.