HomeDelawarePC Support Road Technician

Wilmington, DE

PC Support Road Technician

Job Description:

Nemours is seeking an experienced PC Technician to support our multi-service satellite clinical locations in Northern Delaware. The PC Technician's role is to provide on premise support and maintenance of Nemours devices. This includes installing, repairing, upgrading, replacing and maintaining hardware/software and peripheral equipment. This position provides daily operational support for end user devices, peripherals and other related desktop technologies that may be used daily and require hands on support. Support responsibilities include patient facing entertainment systems, maintain appropriate inventory levels, equipment moves, hardware installations, technology configuration & deployment along with providing support for locally installed software solutions. Travel is required to support Nemours satellite clinic locations.

This position will primarily receive customer incident and work order request tickets assigned by the Service Desk. Providing daily in person support, adhering to agreed SLA's, and keeping the customer informed of actions taken to address their problem is foundational to the success of the PC Technician. The PC Technician should possess a good understanding of technical processes along with the ability to confidently convey technical work to site point of contacts, must provide exceptional customer service; have strong Operating System understanding and able to work in a demanding clinical environment. The ability to collaborate with other IS teams to provide advanced Desk Side technology support is fundamental.
  • Install, maintain and repair desktop related equipment and software (PCs, peripherals, laptops, printers, mobile devices, phones, scanners, work station on wheels, standard/nonstandard local software including but not limited to MS Office, Visio, Adobe).
  • Partner with the Desk Side Multimedia Technician in providing first line support for conference rooms including conducting room rounding and providing daily support.
  • Engage and coordinate with hardware and software vendors to repair/support technology components in a timely manner.
  • Participate in On-Call rotation as assigned by management, complying with the departmental on call policy. Participate in after-hours support activities as required. Note: This applies to the main campus technicians only.
  • Accurately document tickets with relevant information for instances of hardware failure, repair, installation, and removal. Partner with Service Desk to transfer knowledge to Tier one for improved First Contact Resolution.
  • Provide on premise support for all Nemours locations as assigned. Perform equipment relocation as needed.
  • Adhere to Asset management processes to ensure accurate recording of company resources for the entire model life-cycle: this includes receipt, configuration and deployment of assets including adhering to the Asset Disposal policy.
  • Maintain strong expert level knowledge & understanding of current technologies to include operating systems, network, printing, including an understanding of clinical workflows and how hardware interacts with systems.

Job Requirements
  • High School Diploma is required. Associate's Degree is preferred but equivalent work experience is acceptable.
  • Minimum of one (1) to three (3) years' experience required.
  • Excellent team collaboration and interpersonal skills
  • Able to work with a minimum of supervision
  • Possess excellent customer service skills
  • Clear, analytical thinking driving towards problem resolution
  • Technology oriented and well versed.
  • Detail oriented
  • Strong Team Player
  • Adaptable to new technologies and process initiatives
  • Travel required to support Nemours satellite clinic locations
  • Clean driving record for the past two years required

Job ID: 4043648628837768300

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