IT Desktop Technician - Per Diem

Job Summary

At Bristol Health, we begin each day caring today for your tomorrow. We have been an integral part of our community for the past 100 years. We are dedicated to providing the best possible care and service to our patients, residents and families. We are committed to provide compassionate, quality care at all times and to uphold our values of Communication, Accountability, Respect and Empathy (C.A.R.E.). We are Magnet ® and received the 2020 Press Ganey Leading Innovator award for our rapid adoption and implementation of healthcare solutions during the COVID-19 pandemic. Use your expertise, compassion, and kindness to transform the patient experience. Make a difference. Make Bristol Hospital and Health Care your choice.

Job Summary:

In this Help Desk/Desktop Technician role you will support our end user computer desktops, laptops, thin clients, printers and other IT related hardware in a Healthcare environment. The right candidate for this position will have the knowledge and experience to work on and troubleshoot Windows desktops/laptops, printers, Cisco VoIP phones, nursing mobile carts, conference room systems, etc.. The Help Desk/Desktop technician will work closely with all members and levels of Healthcare staff and the IT department, including Doctors, Nurses and patient care staff, along with general Office staff and Support personnel. This is a dynamic position that touches all of Bristol Health’s computer systems and hardware. Most work will be done independently. This person will troubleshoot computer problems in person, remotely by using computer remoting tools, by telephone, or via email in a timely and professional fashion, providing all aspects of end-user I.T. support where needed. The candidate must be willing to be on-call for IT support on a rotating basis.

Essential Job Functions and Responsibilities:

• Solid understanding of Windows 10 in a domain environment.
• Windows laptop and desktop troubleshooting and resolution.
• Knowledge of multi-function printers and skills to troubleshoot a variety of printer issues
• Work independently and have the ability to escalate issues when needed
• Experience with a variety of IT related computer hardware like Fujitsu document scanners, handheld label printers, Honeywell point of care scanners, HP thin clients, etc.
• Write technical documents and share knowledge with staff
• 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.
• Experience with IT Help Desk assisting users and troubleshooting hardware and software issues
• Basic understanding of unlocking users and changing passwords in Active Directory
• Collaborate with network Engineers to ensure efficient operation of the BH Health’s network, server and desktop environment. Includes virtual and wireless environments.
• 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 computer problems.
• Respond to and perform moves, adds, and changes (MAC) requests for all IT hardware.
• Monitoring desktop and laptop performance, and provide performance statistics when needed.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Maintain an inventory of all IT computer hardware, including desktop PC’s, laptops, thin clients, monitors, keyboards, webcams, hard drives, and other IT components and equipment.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• When necessary, liaise with third-party support and PC equipment vendors.
• Assist vendors and healthcare providers to install, maintain and troubleshoot Healthcare related computer equipment.
• Assist in the setup and troubleshooting of smartphones (iPhones and Androids)  as well as handheld mobile units and peripheral scanning devices.
• May be asked to cover the I.T. Help Desk on rare occasions if staff members are unavailable.
• Good communication and organizational skills needed as well as exceptional customer service skills

Qualifications

Educational / Minimum Requirements:

Must have one year of experience in a similar role is preferred.  This experience can be substituted with related IT education, certifications and/or practical labs.

Must have a minimum of High School Diploma.  Associates or Bachelors degree is preferred and/or IT Technical School diploma or related IT certifications.

Must be willing and able to be on-call for IT support on an approximate 7 week rotating basis.

Preferred Requirements

A Certification preferred

Network Certification preferred

Google IT Support certification preferred

Bristol Hospital Mandated Educational Requirements:

General orientation at time of hire. Fire/Safety/Infection Control annually. Other programs as mandated by the Hospital.

Physical Requirements:

Ability to lift up to 30 lbs (ie- Printers, monitors, computers and associated computer equipment). Sitting, standing, stooping, reaching, bending throughout the work day. Keyboarding, use of hands (fine and gross motor skills).

Work Environment:

Office settings.

Cognitive Requirements:

Analytical problem solving, multitasking, maintaining focus, processing written/verbal instructions.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.