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   Current UPHS employees must apply HERE

Desktop Support Technician (Associate, Mid, and Senior Level)

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Job ID: 129633
Category: Information Services/Technology/Service Desk/Telecom
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Jan 5, 2023
Work Schedule: WILL REQUIRE full or partial on site work

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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?

The Sr. 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.
  • Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc)
  • May perform executive management (VIP users) support duties
  • Oversee complex technical issues for the team and work with appropriate teams on solutions as needed
  • This position will require strong technical and analytical skills
  • demonstrated knowledge of the use of technology
  • Demonstrated ability to work independently, and on
  • multiple projects simultaneously
  • demonstrated ability to learn and use new technology
  • MCDST/A+ certification(s) preferred but not required
  • Improvising solutions where none are known while adhering to UPHS standards
  • Will assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise
  • 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.
  • 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.
  • Highly proficient in all Health System clinical and back office applications Highly proficient in all Health System clinical hardware (Dell, Lenovo, Zebra, HP, Okidata, etc)
  • May perform executive management (VIP users) support duties
  • Oversee complex technical issues for the team and work with appropriate teams on solutions as needed
  • This position will require strong technical and analytical skills
  • Demonstrated knowledge of the use of technology
  • Demonstrated ability to work independently, and on multiple projects simultaneously
  • Demonstrated ability to learn and use new technology
  • MCDST/A+ certification(s) preferred but not required
  • Improvising solutions where none are known while adhering to UPHS standards
  • Will assist on remediation of the most difficult or advanced problems and will work on research and the development of solutions for newly identified issues and technologies as they arise
  • Ensures all regulatory requirements are met
  • Comply with all applicable guidelines, policies and procedures of IS and UPHS to ensure necessary controls, documentation and audit trails.

 

 

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:

  • Required Education and Experience
  • H.S. Diploma/GED is required
  • 5+ years of field support experience is required
  • 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


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


Position Address: Pennsylvania Hospital- 800 Spruce St


As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.

Be a part of the exciting and ground-breaking upcoming years for the Penn Medicine Information Services department!

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

Penn Medicine's Information Services (IS) Department focuses its efforts on the clinical and financial systems that support the day-to-day operations of four hospitals, several satellite practices, and more than 2,000 physicians.

Learn more about Information Services

    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.

       Current UPHS employees must apply HERE
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