Job Description

Additional Links:

This position is in salary group UHP-07; click here to review the current UHP Pay Plan
This position is Benefit eligible; click here for an overview of available benefits.
This position is covered by the UHP Bargaining Unit; click here to review the current UHP Contract.


Excellence, Teamwork, Leadership, and Innovation. These are the values that define UConn Health. We are looking for team members that share these same values. Our top-rated organization is looking to add a Desktop Technician to our growing Information Technology team. If you have a background in this field, as well as a passion for customer and patient experience, we want to hear from you.

At UConn Health, this class provides support to end users on a variety of desktop issues; maintains, analyzes, troubleshoots, researches, repairs and resolves technical problems for computer systems, hardware and computer peripherals of moderate to high complexity. This position will require experience and judgement to plan and accomplish work. A wide degree of creativity and latitude is expected. This position will work in the Outpatient Pavilion on the campus of UConn Health located in Farmington, CT.

THIS POSITION IS 100% ON-SITE

SUPERVISION RECEIVED

Works under general supervision of an employee of higher grade.

SUPERVISION EXERCISED

May lead special projects.

EXAMPLES OF DUTIES

Responds to calls, email and personnel requests for technical support; tracks status of all problems and monitors open problems to ensure that service level agreements are met or exceeded; interacts with clients in a courteous and professional manner and builds relationships with client area; escalates problems appropriately; monitors and maintains ownership of tickets to ensure timely problem resolution; documents resolution of all problems; researches trouble issues; monitors, maintains problem tracking logs; supports and maintains user account information including rights, security and system groups; works with multiple vendors' technical/application support to coordinate solutions between clients and vendors; escalates problems appropriately; create checklists for team use; may work as a lead on special projects; attend training to keep current with latest technologies; periodically interchange within desk and field service to maintain broad knowledge; performs others related duties as assigned.

Desk Service

- handles calls and resolves moderately complex problems, providing support on many hardware and software products, handles and resolves moderate to complex technical calls from customers utilizing remote desktop utilities if necessary; troubleshoots moderate to complex issues/problems; identifies area of improvements to other teams; provides guidance to less experienced personnel in specific area of expertise.

Field Service

-

rebuilds total systems and reconfigures user specific settings; installs, upgrades, troubleshoots and diagnoses department specific specialty applications; diagnoses problems with operating systems specific to incompatibility with other applications; researches problems and provides solutions; act as a resource to help desk and less experience desktop technicians; participates in the installation and testing of specialty peripherals and documents installation procedures of future use; provides on the spot training to clients when appropriate.

MINIMUM QUALIFICATIONS REQUIRED:

KNOWLEDGE, SKILLS & ABILITY:

Considerable knowledge of the concepts involved in the operations of desktop computers, peripherals, including but not limited to, printers, scanners, modems, digital equipment and mobile devices; good working knowledge of hardware and software products and problem solving/troubleshooting skills; ability to understand basic problem solving concepts together with the need to have a structure approach to problem analysis; knowledge of commonly-used concepts, practices, and procedures within a relevant field; ability to work with customers in a courteous manner; interpersonal skills; effective communication skills (oral and written); working knowledge of operational and physical environment requirements for hardware components; familiar with architectural principles, guidelines and standards in own functional area; knowledge of help desk management tools and utilities; basic understanding of problem management; problem resolution and technical knowledge of components of help desk tools and can assess minimum operating system and client hardware requirements for help desk tools; awareness of the principles of network technology; ability to read component diagrams and know who to contact to obtain assistance in resolving problems; some project management ability.

EXPERIENCE AND TRAINING:

General Experience

Four (4) years' experience of demonstrated in-depth knowledge of basic to complex hardware and software products and problem solving/troubleshooting skills including working with customers courteously.

SUBSTITUTIONS ALLOWED

Associate degree in computer science or specialized Information Technology degree programs

may substitute for two (2) year of general experience.

Bachelor's degree in computer science

may substitute for general experience.

WORKING CONDITIONS

Ability to lift and carry approximately forty (40) pounds.

SCHEDULE:

Full time, 40 hours per week, Monday - Friday, 8:00 am to 4:30 pm, 30-minute unpaid meal break.

Why UConn Health

UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.