ARKANSAS CHILDREN'S IS AN EQUAL OPPORTUNITY EMPLOYER. ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, NATIONAL ORIGIN, AGE, DISABILITY, PROTECTED VETERAN STATUS OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE, OR LOCAL LAWS.

CURRENT EMPLOYEES: Please apply via the internal career site by logging into your Workday Account (https://www.myworkday.com/archildrens/)and search the "Find Jobs" report.

Work Shift:

Day Shift

Time Type:

Full time

Department:

CC017130 Information Technology

Summary

The Desktop Support Coordinator is a key role for the Desktop and Help Desk support area. This position is responsible for coordinating the day to day activities of the Desktop Support area. Also responsible for the effective maintenance of ACH/IT hardware, software applications, inventory and other databases that support PUSH Technology (Microsoft, Frontrange, VMware, Citrix, etc) to the desktop. The foremost function of this position is to successfully manage projects associated with ACH/IT needs as determined by the Desktop Support Manager. This position will work closely with the Desktop Support Manager in many areas such as setting policies/procedures, preparing annual budgets, writing documentation and customer support. This position will also provide senior level support to Desktop Support team

Description

PRIMARY DUTIES AND RESPONSIBILITIES

1. Daily administrative duties and assignments
Coordinates and schedules activities of Desktop support staff to ensure timely installations of hardware/software and repairs to achieve a high level of customer satisfaction.
Assess user’s hardware and software requirements and make recommendations to the Desktop Support Manager.
Responsible for the administration of the IT equipment status and security. Monitors and maintains adequate IT hardware/software stock levels
Coordinates Help Desk functions and provides status reports regularly to the Desktop Support Manager
Completes other duties assigned that are in the determination of management, associated with the position and are commensurate with the incumbent's knowledge and experience.
Manage/coordinate the ACH survey software application and processes for IT related surveys.
Serves as a backup for the Help Desk Manager when necessary.
Responsible for effective research, deployment, and ongoing maintenance of all ACH software applications as determined by management.
Understand and follow ACH change management policies which includes proper testing practices and disaster recovery planning.

2. Provide Project Management
Serves as a team lead for various IT related projects as assigned by the Desktop Support Manager. Also provides regular status reports.
Performs research and analysis for Desktop/Network projects, documents detailed technical recommendations, and provides project scope, implementation plans and time requirements.
Coordinate and manage project meetings and activities.
Coordinates/performs department moves to ensure timely and successful outcomes.
Remains current and knowledgable about emerging technologies that relate to ACH's present and future needs and makes recommendations to management for potential improvements/projects. (ie. Virtual technologies, Cloud technologies, Wireless technologies, cost savings opportunities, etc)
Must be proficient with ACH hardware lifecycle management software which includes packaging/deployment tools that use PUSH technology.
Successfully coordinates/performs new/replacement desktop hardware installs (PC, Laptop, printers, peripherals, etc)

3. Maintains Desktop Systems and Network Support
Installs, Maintains, and supports Desktop/network hardware and software.
Identifies diagnoses and resolves Desktop/Network issues in a timely manner.
Maintains accurate, timely and detailed documentation of all assignments in the Help Desk call tracking database.
Provides technical support to the Desktop Support staff when needed to help resolve difficult Help Desk Issues.
Participates in the 24 hour on call rotation when necessary
Participates in the Help Desk phone coverage as needed

4. Promotes and delivers excellence in customer service
Interacts with Customers in a professional and knowledgeable manner.
Maintains a high quality of service to our customers
Promotes a good image for the hospital.
Is helpful and understanding when dealing with Help Desk issues.
Maintains records on tracking recurring requests and analyze trends to improve customer support.

5. Professional Performance
Seeks new challenges and is self directed in identifying resources, while learning activities to enhance competence and consistently demonstrate that new knowledge and skills gained from training are incorporated into actual practice.
Show consistent leadership qualities when coordinating the day to day activities of the Desktop Support staff
Recognizes areas for improvement to departmental processes and makes recommendations.
Completes assignments within deadlines on a consistent basis

EDUCATION REQUIREMENTS
Required - Bachelor's degree from four-year college or university - Field of Study: Information Technology or related Field , or Or four years related experience and/or training; or equivalent combination of education and experience.

EXPERIENCE REQUIREMENTS
Required - 2 years total experience required, which includes the need of previous customer support and phone communication skills within a technical environment experience, which includes Help Desk experience, which includes Good project management skills are beneficial experience, which includes a minimum of 2 years working with computers experience, which includes knowledge of PCs, Printers, and networking as well as hardware and software support qualifying experience
Preferred - Project Management experience preferred

CERTIFICATION / LICENSE / REGISTRY REQUIREMENTS
Preferred - A+ Certification

SKILL REQUIREMENTS
Required - Must have a thorough knowledge of PCs and Printers and networking.
Required - Typing speed of 30 wpm or faster is preferred
Required - Must have strong documentation skills
Required - Must have good interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Required - Must have support level knowledge of all Microsoft Office suite products.
Required - Keen attention to detail
Required - Good written and oral communication skills

PHYSICAL REQUIREMENTS
Lifting/Pushing/Pulling Weight-Up to 10 pounds-Frequently
Lifting/Pushing/Pulling Weight-Up to 25 pounds-Frequently
Lifting/Pushing/Pulling Weight-Up to 35 pounds-Frequently
Lifting/Pushing/Pulling Weight-Up to 50 pounds(Manage safely with assistance of equipment or another person)-Occasionally
Physical Activity-Reach with hands and arms-Frequently
Physical Activity-Sit-Frequently
Physical Activity-Stand-Occasionally
Physical Activity-Stoop, kneel, crouch, crawl, twist, or bend-Occasionally
Physical Activity-Talk or hear-Regularly
Physical Activity-Use hands to touch, handle, or feel-Regularly
Physical Activity-Walk-Frequently
Physical Environment-Inside Office Environment / conditions-Regularly
Physical Environment-Outdoor weather conditions-Occasionally
Physical Environment-Vehicles-Occasionally
Physical Environment-Work in a confined area-Occasionally
Safety Sensitivity-This position has been designated as safety sensitive.-Required