Device Support Technician II
Company: MyMichigan Health
Posted on: November 18, 2022
Working in a team-oriented, collaborative environment, reporting to
the Desktop Support Manager, the Technical Systems Representative's
primary responsibility is providing on-site and remote Tier 2
technical support for the end user computer environment throughout
the health system. This involves designing solutions, installing
systems, diagnosing problems, coordinating repairs of, acquiring,
distributing, managing, maintaining and upgrading all end user
computing platforms, peripheral devices and operating systems,
including health system owned tablet and mobile devices, within
established standards and guidelines.
Works with third-party vendors to resolve technical problems with
end user computing equipment and software. Collaborates with and
escalates to, using appropriate channels, technology teams required
to resolve issues that cannot be resolved at Tier 2.
Obtains and thoroughly documents all pertinent information related
to the diagnosis and resolution of a problem using the service desk
tracking system. Documents trouble ticket resolutions with a keen
attention to detail, maintains knowledgebase articles and actively
contributes to maintaining support procedures.
Demonstrating competence in prioritization, resolves user issues
within predefined Service Level Agreements (SLAs). Participates in
on-call rotation to provide Tier 2 end user support during off
hours, holidays and weekends.
Maintaining an accurate accounting of time spent on issues, manages
time and resources responsibly and in the best interest of the
Maintains an ever increasing level of proficiency in hardware,
software, networking and other technologies related to the IT
department. Records and maintains hardware and software inventories
for compliance with end user license agreements and lifecycle
Accountability will be monitored through direct observations,
achievement of team and department goals, meeting of customer
satisfaction goals as well as quality and financial outcomes.
(60%)* Tier 2 Support - Responding to incoming calls, pages or
trouble tickets and working within defined Service Level Agreements
(SLAs), provide in person and/or remote analysis, diagnosis and
resolution/escalation for issues with the end user compute
environment, including hardware, related operating systems and
software. Thoroughly document investigation finding and resolution
within the service desk ticketing system and create/update
knowledgebase articles when appropriate.
(20%)* Projects/Requests - Participate in and contribute to various
project team and IT request efforts, following general guidance and
(20%)* Inventory Management - Within established standards and
guidelines, independently assess and analyze customer needs,
identify the need for, order, acquire and facilitate the
distribution of end user compute equipment, updating required
inventory and budget tracking systems as necessary. Create and test
installations of operating system images and various
OTHER DUTIES AND RESPONSIBILITIES:
Assist in the support processes for organization wide end user
device management, including monitoring, software upgrades and
Ensure security and privacy compliance according to established
policies and guidelines.
Promotes the development, analysis, and implementation of the
performance improvement process.
Participates in system/project/hospital/department teams and/or
committees as needed. Attends and participates in meetings as
Provides IT support, including coordination of third party
assistance when necessary, to the organization for
individual/office/department installs and moves as assigned.
Participate in an on call rotation to cover nights, weekends and
All other duties as assigned.
REQUIRED EDUCATION, EXPERIENCE, TRAINING AND SKILLS:
Associate's Degree or two (2) years completed towards a Bachelor's
Degree from an accredited university or college in
computer/Information Science/Business OR a comittment to obtain a
Bachelor's Degree within two (2) years of hire or transfer with a
minimum of five (5) years of technical experience in the field is
required. Equivalent combination of experience and education may be
Good interpersonal, management, and customer service skills.
Working knowledge of the following: Extensive knowledge of
enterprise desktop software such as Windows 7/10, Mac OS X,
antivirus, remote management and troubleshooting, audio-visual,
asset management and inventory and printing.
Strong understanding of Windows Server.
Demonstrated proficiency and advanced knowledge of scripting.
Basic understanding of network architecture and protocols,
troubleshooting experience, and administration.
Experience with iOS, Android and mobile device management
Strong problem solving skills.
Written and interpersonal skills needed to communicate successfully
with individuals and groups and interact with people at all levels
to communicate ideas and concepts in a clear and understandable
Excellent organizational and time management skills. Ability to
support demand load to Service Level Agreements (SLA).
Good listening skills.
Ability to work and function effectively either individually or in
a team oriented environment.
PHYSICAL/MENTAL REQUIREMENTS AND TYPICAL WORKING CONDITIONS:
Exposure to stressful situations, including those involving public
contact, as well as, trauma, grief and death.
Able to wear personal protective equipment that includes latex
materials or appropriate substitute if required for your
Is able to move freely about facility with or without an assisted
device and must be able to perform the functions of the job as
outlined in the job description.
Overall vision and hearing is necessary with or without assisted
Frequently required to sit/stand/walk for long periods of time. May
require frequent postural changes such as stooping, kneeling or
Some exposure to blood borne pathogens and other potentially
Must follow MyMichigan Health bloodborne pathogen and TB testing as
required. Ability to handle multiple tasks, get along with others,
work independently, regular and predictable attendance and ability
to stay awake.
Overall dexterity is required including handling, reaching,
grasping, fingering and feeling.
May require repetition of these movements on a regular to frequent
Physical Demand Level: Light. Must be able to occasionally (0-33%
of the workday) lift or carry 11-20 lbs., frequently (34-66% of the
workday) 10 lbs. and or Walk/Stand/Push/Pull of Arm/Leg
Keywords: MyMichigan Health, Midland , Device Support Technician II, Professions , Midland, Michigan
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