Desktop Services Technician

CHI St. Luke's Health Memorial provides care to almost a quarter of a million patients each year.

As one of the largest employers in the East Texas area, CHI St. Luke's Health Memorial is looking for qualified and compassionate professionals to join our award-winning team. We invite you to complete an online job application.

**Provides first-line user support and delivers quality customer service to customers by:** * Answering, evaluating and prioritizing all requests for assistance - - incoming telephone calls, voice mails, e-mails, in-person requests, etc. * Interviewing the customer to gather information about the question and/or problem. If appropriate, leading the customer through procedures to diagnose the problem. * Utilizing problem management skills and software systems to troubleshoot service problems and provide immediate technical support. Refers more-complex issues to appropriate staff. * Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution. * Logging and tracking requests, using the call tracking database and thoroughly documenting all resolution activity. * Serving as IS customer liaison by interacting with customers at their work sites as assigned. * Noting trends in questions received by the Help Desk. Also, sharing this information with management so additional training can be provided. * Assists with other duties as assigned. **Supports the overall operations of the IS Department by:** * Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed. * Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. * Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on. * Collaborate with Network Analyst to ensure efficient operation of the company’s desktop computing environment. * Where required, administer and resolve issues with associated end-user workstation networking software products. * Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems. * Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers. * Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order. * Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports. * Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment. * Accurately document instances of desktop equipment or component failure, repair, installation, and removal. * If necessary, liaise with third-party support and PC equipment vendors. **Strategy, Planning, Acquisition & Deployment:** * Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs. * Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase. * Write technical specifications for purchase of PCs, desktop hardware and related products.

* A+ and/or Net+ certification. * 1 year of Information Systems experience. * 1 year of Customer Service experience. * Strong work skills and ability to work independently demonstrated through history of success and respect. * Good communications skills, both verbal and written. * Demonstrated team and consensus skills. * Demonstrated knowledge of project management and its effective use. * Strong decision making abilities. * Excellent analytical, technical, and problem solving abilities. * Strong customer service orientation. * Completes work with accuracy and thoroughness. * Efficiently utilizes time in accomplishing work. * Lives organizational and departmental service standards. * Completes tasks assigned and follows up as needed. * Meets attendance standards; is punctual and works when needed. * Displays sound judgment and works with minimal supervision. * Seeks out productive duties in the absence of guidance; is a self-starter. * Follows Memorial rules, policies, procedures and guidelines. * Cooperates, communicates and works well with others. * Represents Memorial positively in actions and appearance. * Provides requested information by deadlines given. * Communicates with customers courteously and professionally; provides information in an easily understood manner and asks questions to ensure customers’ understanding; takes initiative to ensure accurate information is provided. * Assures strict confidentiality; patients/staff/visitors/public contacts. * Maintains a professional and orderly work area. * Maintains safe work habits; follows safety rules; immediately reports any unsafe condition and/or injury. * Works courteously and professionally with interdepartmental personnel.