Desktop Technician / PC Support

Dignity Health System Office - San Francisco, CA3.9

Full-time
EducationSkills
Dignity Health, one of the nation's largest health care systems, is a 22-state network of more than 9,000 physicians, 63,000 employees, and 400 care centers, including hospitals, urgent and occupational care, imaging and surgery centers, home health, and primary care clinics. Headquartered in San Francisco, Dignity Health is dedicated to providing compassionate, high-quality, and affordable patient-centered care with special attention to the poor and underserved. In FY17, Dignity Health provided $2.6 billion in charitable care and community services. For more information, please visit our website at www.dignityhealth.org . You can also follow us on Twitter and Facebook.

Responsibilities
Job Summary

Provides desktop hardware support expertise and direction in the implementation of highly complex / enterprise wide cross functional programs or projects. May lead team to resolution of highly complex problems. Responsible for working with and leading the business and other IT areas in the support, maintenance and deployment of desktop hardware as well as information support processes.

Accountabilities

Provides desktop hardware support expertise and direction in the implementation of highly complex / enterprise wide cross functional programs or projects. May lead team to resolution of highly complex problems.

Leads the team in troubleshooting of highly complex hardware, software and system problems.

Works or coordinates on multiple projects, engaged in enterprise wide projects as a team member, sometimes a team leader. Acts a subject matter expert for multiple areas.

Oversees the End User Services team to ensure customer and production support needs are achieved. Diagnoses and resolves highly complex issues and provides guidance to other team members. Leads team in problem resolution activities. Works with leadership to develop strategies for problem reporting and resolution to be used by both the customer and team.

Responds to customer requests of high complexity, typically requiring high-level customer service to facility administration and/or VIPs. Interacts with customers and business stakeholders in a courteous and professional manner. Generates activity and status reports. Oversees the request fulfillment functions of the team.
Ensures the accuracy of information input in the device asset management system. Oversees the team knowledge management contributions and identification of critical knowledge, availability and use.

Leads the team in assigning issues, troubleshooting, and deployment of new devices, upgrades, fixes and new installations. Works with Site Directors and project leaders to staff and execute moderate to highly complex, enterprise solutions. Serves as an escalation and issue resolution point for team members. Coordinates with facility and IT leadership regarding readiness and delivery issues.

Possesses a deep knowledge of all aspects of desktop services, utilizes advanced principles to deliver End User Services support to their customers and to advice and mentor team members. Extensive understanding of Dignity Health processes, policies, procedures and standards, and ensures team compliance.

Interfaces with customers on Operational Level Agreements (OLAs) and monitors and reports on deviations. Ensures proper monitoring and reporting of OLA deviations.

Day to day interactions with user community and works consistently with all levels of the Business and IT Stakeholders as it relates to Incident Management, Request fulfillment, Problem Management and Project Delivery of medium to highly complex enterprise scale projects. Seeks opportunities for improvement in adherence to OLA's and Customer Satisfaction.

Understanding and adherence to policies and procedures. Ensures team understanding and adherence to those policies and procedures.

Demonstrates leadership through team motivation, coaching, mentoring, and delegating.

Travel Required:
Significant travel may be required: 75% during the normal course of business but may be required to travel more frequently during certain events.

Qualifications

Minimum Qualifications:
Bachelor's degree in Computer Science, Technology or Business discipline or 6-8 years relevant experience including leading teams.• 6-8 years relevant experience including leading teams.
Advanced customer service skills required.
Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.

Preferred Qualification:
Healthcare experience strongly preferred.

Travel Required:
Significant travel may be required: 75% during the normal course of business but may be required to travel more frequently during certain events.