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Desktop Support Technician I/II
Ref No.: 18-00632
Location: Colorado Springs, Colorado
Position Type:Contract
Title: Desktop Support Technician I/II
Location: Colorado Springs, CO
Duration: 2 Months Contract

Duties:
  • This position is responsible for performing routine up to complex tasks necessary to install, diagnose, repair, maintain and upgrade all PC hardware and equipment.
  • Interacts with HCPNV staff to isolate software/hardware problems and assists in LAN/WAN network installations and issues.
  • This position will also troubleshoot problem areas, in person, by telephone, or email in a timely and accurate fashion.

Essential Job Duties and Responsibilities:
  • Responsible for quality and continuous improvement within the job scope.
  • Responsible for all actions/responsibilities as described in company-controlled documentation for this position.
  • Contributes to and supports the corporation's quality initiatives by planning, communicating and encouraging team and individual
  • contributions toward the corporation's quality improvement efforts.
  • Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners of Nevada's (HCPNV)
  • commitment to superior customer service, including quality, care and concern with each internal and external
  • customer
  • Provides a single point of contact for end users to receive support and maintenance within HCPNV's desktop computing
  • environment. Including all PCs, Printers, scanners, and other misc. IS equipment
  • Provides desktop support for all Windows OS environments
  • Develops documentation to support ongoing maintenance and specific problem resolution
  • Works with end-users to improve their ability to utilize system capabilities, determine problems and develop appropriate solutions
  • Works with and coordinates appropriate I.S. staff to implement solutions which will meet or exceed customer expectations
  • Develops test plans and assists with application and hardware testing as needed
  • Responds accordingly to reports of trouble (includes all voice, data, desktop and network issues) as presented by the Service
  • Desk
  • Contacts user about the problem and schedules problem resolution, travels on site as needed
  • Resolves problem or verifies resolution status with outside or contract vendor
  • Updates Service Desk system with problem resolution and follows up with user
  • Ensures proper ticket communication protocol including announcing arrival, work performed, status and departure
  • Performs adds, moves and changes (maintenance and support) on PCs, Printers, scanners, and other misc. IS equipment
  • Assists the Network Department in maintaining LAN and WAN
  • Coordinates users, internal I.S. resources and external vendors as needed on small-scale application and hardware upgrades or
  • installations
  • Ability to provide 24/7 on-call support on a rotating basis
  • Other duties as assigned

Certification / License Title
  • Valid Driver's License Required
  • A+ Certificate Preferred
  • Network + Certificate Preferred

Experience:
  • Years of Experience and Type of Experience
  • 2+ Troubleshooting PCs and other IS related hardware Required

Required:
  • 2+ Customer Service Required
  • 2+ Deployment and implementation of IS related hardware Preferred
  • Knowledge/Skills/Abilities are required
  • Computer and related computer hardware troubleshooting Required
  • Ability to work from job order tickets with minimal supervision Required
  • Ability to think logically and use problem-solving skills Required
  • Ability to work with very detailed information Required
  • Ability to work with other employees in determining the nature of equipment problem required
  • Ability to handle fluctuating volumes of work and prioritize to meet deadlines and needs of the user community
  • Required current state issued driver's license, car insurance and a dependable vehicle.
  • Required working knowledge of telephone and computer terminal wiring systems
  • Preferred Core Competencies
  • Position Specific Competencies

Essential Job Duties and Responsibilities:
  • Responsible for Computer and related computer hardware troubleshooting
  • Required ability to work from job order tickets with minimal supervision
  • Required ability to think logically and use problem-solving skills
  • Required ability to work with very detailed information
  • Required ability to work with other employees in determining the nature of equipment problem
  • Required ability to handle fluctuating volumes of work and prioritize to meet deadlines and needs of the user community
  • Required current state issued driver's license, car insurance and a dependable vehicle.
  • Required knowledge/skills/abilities are preferred
  • Working knowledge of telephone and computer terminal wiring systems

Education:
  • High School Diploma or GED
  • Some College in Computer Science
  • Employees who do not have any risk for exposure to blood and other potentially harmful bodily fluids.
  • Working conditions are normal for an office environment.
  • Local driving to various locations more then 67% percent of the time (personal vehicle)
  • A total of four GTM's will be hired - two for the DMG PC refresh project, and two for a MVMG PC refresh project

Required Skills:
  • Customer Service
  • Documentation
  • Hardware Troubleshooting
  • LAN
  • Maintenance

Additional Skills:
  • PCS
  • Printers
  • Problem Resolution
  • Problem-Solving
  • Telephone
  • Test Plans
  • Wiring
  • APQP
  • Communication Protocol
  • Customer Service Oriented
  • Deployment
  • LAN/WAN
  • Retail Sales
  • Service Desk