IT Help Desk Technician - Full-time (Days; on-call rotation)

ESSENTIAL FUNCTIONS
1.    Serves as the first point-of-contact with customers that seek technical assistance.
2.    Ability to diagnose, troubleshoot, and resolve basic technical issues.
3.    Supports and maintains the various hardware, software, and electronic medical record (EMR) systems used throughout the hospital and clinics – including but not limited to: computers, laptops, Wi-Fi, VPN, printers, scanners, sig pads, mobile devices, websites, etc.
4.    Ability to give customers appropriate feedback and timelines for resolution.
5.    Work with vendors to further troubleshoot issues or coordinate repair if needed.
6.    Escalates unresolved issues to the next level of IT support personnel. 
7.    Maintains and updates our IT asset management database as changes are made. 
8.    Update computers and end-user peripherals with the latest hardware and software patches, firmware, and /or upgrades as needed.
9.    Performs preventative maintenance tasks on IT equipment.
10.    Keeps IT documentation up to date with any changes that have occurred.
11.    Helps install LAN cabling and equipment; pulls cable inside the building as needed.
12.    Provides formal and informal training to staff as needed.
13.    Ability to create reports on demand and look for trends.
14.    Participates in IT-on-call functions during assigned nights and weekends with other members of the IT team.
15.    Some travel may be required to remote clinics.
16.    Participates in project work as assigned.

In addition to the functions described above, this role may include other responsibilities and duties as assigned on occasion, based upon Dallas County Hospital needs or requirements.
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

Education/Experience:
Two-year degree in a computer technology or equivalent experience in basic computer hardware, networking and troubleshooting required.  High school education or GED required.  Basic computer hardware and networking knowledge required.  Experience with MS Office products preferred.

Technical Skills:
Ability to work with computer hardware and network systems.  Demonstrates good oral and written communication skills. Works independently, takes initiative, and possesses good organizational abilities.

PC Competencies:
Must demonstrate the ability to access, manipulate and relay information in meaningful ways using e-mail, work processing and spreadsheets.  Has a basic knowledge of a PC network system.  Has a basic understanding of desktop computer hardware and peripherals.  Must demonstrate a basic ability to analyze and trouble shoot problems.  Good understanding of mobile devices and other tech products.

Behavioral Competencies: 
Support Dallas County Hospital’s vision and mission; maintain confidentiality of all work information; demonstrate an ability to function successfully in a team environment; exhibit courteous, compassionate and respectful treatment of internal and external customers; display a positive attitude and flexibility in changing situation; participate in identifying problems and suggesting solutions.  Understands and adheres to the Dallas County Hospital compliance policy.

DECISION MAKING LATITUDE
Has the freedom to determine how to best accomplish functions within established procedures and protocol, and confers with CIO on any unusual situations or problems.

 https://www.dallascohospital.org/careers/job-application