About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:

The Desktop Support Technician II will primarily provide onsite technical support at all Wayne Health locations. Under limited supervision, responsibilities include: installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via work order) in a timely and accurate fashion, and provide end-user assistance where required.

Job Description:

Essential Duties and Responsibilities:

• Provides on-site field support to customers. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.
• Maintain strict privacy policies, following HIPAA regulations.
• Demonstrates good follow up and follow through skills to ensure that all break/fix and project assignments are completed timely and in a quality fashion
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Assist in the development of technical support and procedural documentation.
• Receive and respond to incoming calls, tickets, regarding desktop, phone, and printer problems.
• If necessary, liaise with third-party support and PC equipment vendors.
• Perform related duties consistent with the scope and intent of the position.
• Act as resource for Level I Technicians.
• Other duties as assigned.

Skills and Abilities:

• Knowledge of computing functions for Windows-based PCs; basic knowledge of Mac computers.
• Knowledge of basic software packages, such as Microsoft Office products, Adobe products.
• Intermediate TCP/IP networking knowledge and troubleshooting skills.
• Ability to work with people of varied technological skills.
• Ability to design and develop basic technology-based instructional training materials.
• Ability to understand instructional and technical processes, products or concepts, and communicate them effectively to a non-technical audience.
• Ability to understand and apply general policies and procedures.
• Ability to work productively on several projects simultaneously.
• Ability to maintain confidentiality.
• Ability to use rigorous logic and methods to solve technical problems with effective solutions.
• Ability to demonstrate effective communication skills in both written and verbal formats.
• Possess strong interpersonal skills and commitment to customer satisfaction.
• Ability to work and communicate with various vendors for a number of different medical devices and software programs.
• Ability to perform under general supervision.
• Must possess a valid driver’s license and be willing to use your personal vehicle to travel to the supported clinics. (Mileage will be reimbursed)

Education, Licensure/Certification, and Training:

• H.S. Diploma/GED is required
• 3+ years of field support experience is required

Knowledge & Experience

• Excellent knowledge of PC and desktop hardware.
• Excellent knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Extensive equipment support experience.
• Working technical knowledge of current protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation and OEM guides.

Safety Requirements:

• Compliance with Department Health and Safety policies and procedures.

Working Conditions/Schedule:

• 40-hour work week, hours and days to be determined by the business needs of the department. Additional hours may be required.
• On-Call rotation for respond to after-hours tickets.

Wayne Health is an EEO/AA/Veteran/Disability Employer