Desktop Support Specialist I in Indianapolis, IN at Eskenazi Health

Date Posted: 11/21/2020

Job Snapshot

Job Description

Organization: HHC

Division:Eskenazi Health  

Sub-Division: Hospital  

Req ID:  6899 

Schedule: Full Time 

Shift: Days 

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Exempt

Job Role Summary

The Desktop Support Specialist I ensures the secure and efficient operation of the endpoint devices (PC's, laptops, scanners, barcode devices, printers, etc.) and associated equipment and infrastructure by receiving, documenting, imaging and deploying, while also actively participating in the resolution of end-user incidents and requests. This position strongly adheres to documented Standard Operating Procedures and associated policies, contributing to the successful accomplishment of the primary mission and continued success of Eskenazi Health. The Desktop Support Specialist I supports the Desktop Support Specialist II efforts to set and adhere to project deadlines and deliverables, test innovative solutions to solve organizational problems, and assist in root cause analysis and remediation efforts.

Essential Functions and Responsibilities

  • Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health values
  • Participates in maintenance, monitoring and issue resolution of all endpoint devices within Eskenazi Health
  • Investigates and resolves all endpoint issues and, when necessary, plans and/or recommends system or process changes based on information gained while resolving issue
  • Employs latest technological resources to simplify and streamline their troubleshooting process
  • Serves as a technical resource for department peers and aids in their efforts to resolve issues
  • Creates and maintains all endpoint and related component support knowledge documentation for Eskenazi Health IS/IT
  • Serves as primary technical resource and contact for all requested moves/adds/changes for endpoint hardware, software and related network infrastructure
  • Maintains knowledge and skills, and self-educates on the key aspects of the job: customer service, Windows OS, hardware, and information related to the current endpoint builds, and the network infrastructure that relates to the above
  • Participates in after-hours on-call rotation to ensure proper 7x24 operations with regard to endpoint architecture and application delivery
  • Observes ITIL Framework and applies best practices for supporting endpoints and related resources including appropriate work routines, troubleshooting methods, incident prioritization, and knowledge documentation
  • Ensures strict adherence to documented departmental Service Level Agreements (SLA) and Operational Level Agreements (OLA)
  • Communicates with professionalism and assists other IS departments in planning and implementing new applications, software or hardware
  • Provides direct customer service, on site when necessary, and coordinates proper escalation of any issues or problems which merit it
  • Monitors ticketing system service orders to ensure expeditious customer resolution, with emphasis on quality, to be measured by reopened tickets
  • Communicates with users as to the status of identified problems and resolution
  • Maintains complete and accurate documentation of issue root cause and resolution process
  • Instructs users in appropriate use and maintenance of equipment as appropriate, including observing institutional Information Security practices and guidelines
  • Acts as an ambassador of the IS/IT department


Job Requirements

  • Associate's degree in Computer Science or related field, or three years of varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirements
  • Relevant certifications/training for areas of technical responsibility (e.g. A+/Net+, MCSE/MCSA, CNE, PMI/PMP, etc.)
  • Valid Indiana driver's license that meets the Eskenazi Health driving policy requirements


Knowledge, Skills & Abilities

  • Basic understanding of hospital procedures and IT problem escalation methods
  • Robust technical knowledge of pcs and desktop hardware
  • Intermediate knowledge of Microsoft's desktop OS' including Windows XP, Windows 7, and Windows 8 as well as future versions of the OS
  • Solid ability to provide Microsoft Office 2007/2010 support, in addition to other common Microsoft products
  • General efficacy participating in projects of any size
  • Knowledge of network infrastructure design basic principles, as well as the ability to actively participate in network problem troubleshooting and root cause analysis
  • Knowledge of one or more of the following technologies: areas including Information Security, Symantec Endpoint Protection, Symantec Ghost, Altiris, and/or Mobile Device Management solutions
  • Knowledge of data restoration using Veritas NetBackup
  • Knowledge of SMS, Active Directory, Exchange 2007/2010 and remote control tools
  • Ability to operate varied computer equipment
  • Ability to identify, analyze and solve problems
  • Ability to communicate effectively with departmental personnel and all levels of personnel throughout the organization, demonstrating self-confidence and solid interpersonal skills
  • Ability to adhere strongly to A.I.D.E.T when working with all organizational staff
  • Ability to listen effectively, inquire thoroughly, and maintain a professional demeanor under stress
  • Ability to achieve accurate, established deadlines and production levels
  • Ability to review systems for optimization and accuracy


Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.