Desktop Support Technician (Associate, Mid, or Senior)

Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services
Department: IS-CPUP
Location: Perelman Center for Advanced Medicine-3400 Civic Center Blvd
Hours: 8:30am to 5 pm Monday -Friday, In Office

The Sr. Desktop Support Technician:
The Sr. Desktop Support Technician is responsible for daily, on-going and long-term support of all HUP Physical Plant technology needs. This includes computers, mobile devices, 2-way radios and conference room equipment. Will work with the Facilities staff in resolving issues and assessing future needs and strategies to ensure uninterrupted technical operations. Will liaise with appropriate Information Services teams in the delivery of services to the HUP Physical Plant sites including HUP Legacy, Pavilion, PCAM, Smilow, 3600 CCB, Rittenhouse, HUP Cedar and ISC.

Accountabilities

• Provides on-site field technical support to Physical Plant staff. Performs basic installations, repairs, upgrades and maintenance on hardware and equipment. Assists in the analysis of technical products, systems and/or software
• Identifies and orders appropriate technological equipment for the department as needed
• Assists in the upgrades of Physical Plant's various systems (BAS, CMMS, PEVCO, etc.), ensuring proper hardware requirements are met
• Answers staff / vendor questions and resolves technological issues, referring other issues / questions to the appropriate person for follow-up
• Assists with instructing staff in the operation and maintenance of systems and equipment
• Maintains a current inventory of all Physical Plant computers / monitors, iPhones and mobile devices, updating as necessary
• Develops a functional understanding of the various Physical Plant systems (Maximo, Johnson Controls / Schneider Electric BAS systems, Pneumatic Tube systems, etc. to better assist with upgrades and hardware requirements
• Demonstrates the ability to learn and use new technology, and to be up to date on the most current advances in computer technology / programs
• Acts as the Physical Plant technological liaison with Penn Medicine Information Services and various outside vendors
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

The Desktop Support Technician:

• 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.
• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
• Updates tickets and assignments according to established procedures.
• Participates in on-call rotation as assigned.
• Performs other duties as assigned.

Accountabilities

• Delivers customer service to IS clients seamlessly across system boundaries.
• Ensures safety, confidentiality & security of employee and Patient data.
• Promptly identifies, documents, and resolves problems with system functionality.
• Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration.
• Excellent interpersonal & communication skills to work with users, fellow team mates and management.
• Good organization & time management skills.
• 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.
• Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements.
• Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems.
• Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
• Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes.
• Demonstrates analytical and problem solving skills. Ability to solve non-complex hardware and equipment problems.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Associate Desktop Support Technician

• 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.
• Provides on-site field support to customers including installation, servicing and repairing of systems equipment.
• Answers customer questions and resolves issues. Refers other issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
• Assists in instructing customers in the operation and maintenance of systems/equipment.
• Acts as a liaison with customers on administrative and technical matters for assigned projects.
• Performs analyses and prepares reports on system problem trends and issues.
• Performs testing of the final product and works with the customer to assure that the product performs as planned. Performs or updates inventory as appropriate.
• Updates tickets and assignments according to established procedures.
• Participates in on-call rotation as assigned.
• Performs other duties as assigned.

Accountabilities

• Delivers customer service to IS clients seamlessly across system boundaries
• Ensures safety, confidentiality & security of employee and Patient data
• Promptly identifies, documents, and resolves problems with system functionality
• Clearly communicates problems, issues and potential solutions to team members, clients and organizational administration
• Excellent interpersonal & communication skills to work with users, fellow team mates and management.
• Good organization & time management skills.
• 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,
• Participates in Entity and Department wide initiatives for Patient /Employee safety
• Demonstrates an awareness of patient employee safety when carrying out daily responsibilities of their position.
• Develops a detailed technical knowledge of end user devices business processes, identifies process improvement initiatives and targeted opportunities for improvements
• Collaborates with peers across the enterprise to develop new policies and procedures relating to change control, and maintenance of the applications and hardware systems
• Participates in the creation and maintenance of all documentation for assigned applications and hardware systems in order to establish standards for configuration and enhancements within the entity.
• Participates in the development, and execution of test plans that are comprehensive and inclusive of application & hardware functionality changes and/or enhancements to ensure successful outcomes
• Ability to solve non-complex hardware and equipment problems.
• Demonstrates analytical and problem solving skills.

Minimum Requirements
Required Education and Experience
The Sr. Desktop Support Technician:

• H.S. Diploma/GED is required (Associates is preferred)
• 5+ years of field support experience is required

Required Skills and Abilities

• Demonstrated experience in the development and implementation of custom & packaged software projects
• Must be experienced in evaluating 3rd party software products
• Expert knowledge of application development and operating systems
• The ability to deliver clear and concise communications, both orally and in writing
• Strong interpersonal skills. Must be able to work as a Team with Management, Mechanics and Vendors
• Must be able to work independently and identify work priorities

The Desktop Support Technician:

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

Required Skills and Abilities

• Demonstrated customer service skills
• Ability to communicate effectively with all levels of staff
• Ability to implement process improvements
• Experience working with Health System hardware, software and equipment products
• Experience working with Health System process and/or system design concepts
• Experience working with appropriate programming languages, operating systems and software
• Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment
• Must be able to function as part of a team providing a high level of quality service to clients

The Associate Desktop Support Technician:

• High school diploma or GED required.
• Completion of an approved apprentice program or one year of similar experience.
• Prior experience in dealing with customers (retail sales, hospitality or similar) strongly preferred.

Required Skills and Abilities

• Experience working with Health System hardware/software and equipment products
• Experience working with Health System process and/or system design concepts
• Experience working with appropriate programming languages, operating systems and software
• Strong customer service orientation and ability to follow through issues to resolution.
• Ability to interact with all levels of Health System personnel to include: IT management staff, consulting staff, clinicians, clinical administrators, etc.
• Familiar with process improvement.
• Knowledge of healthcare operations and the use of information system applications in the practicing healthcare environment required.
• Must be able to function as part of a team providing a high level of quality service to clients

Because growth is essential to continuing to meet the current and future needs of patients, Penn Medicine continues to expand its capabilities.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.