Associate Desktop Support Engineer
Company: Adelante
Location: Phoenix
Posted on: April 18, 2024
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Job Description:
Associate Desktop Support Engineer
Job Details
Job Location
Adelante Healthcare Center Support Office - Phoenix, AZ
Position Type
Full Time
Education Level
HS Diploma from accredited school
Job Category
Health Care
Description
POSITION SUMMARY
The Associate Desktop Support Engineer provides support assistance
to IT Support Analysts and end users in the operation and
troubleshooting of end-user technologies via telephone, remote
desktop, and/or in-person. Performs configuration and maintenance
of computer hardware and software, computer accounts management,
and preventive maintenance. Provides troubleshooting and resolution
for maintaining client-side computer hardware and software which
may include travel to our health centers throughout Maricopa
County. Position requires current expertise with implemented
desktop operating systems, software, and hardware. Work is
performed under coordination from the Technology Support
Supervisor.
EXPECTATIONS
Every Adelante Healthcare employee will strive to maximize their
performance and contribution to Adelante Healthcare and the
community we serve every day. Employees are expected to work in a
manner that demonstrates a commitment to quality, patient safety,
employee engagement, innovation, and the highest standards of
personal integrity, professionalism, and competence.
OUR CORE VALUES
Compassion
Excellence
Integrity
Learning
Respect
Sustainability
Qualifications
ESSENTIAL SKILLS AND EXPERIENCE:
High School diploma or GED from an accredited institution and five
(5) or more years' experience providing information technology
services related to this position; Certificates from recognized
programs that indicate mastery of tools and techniques relevant to
the assignment may substitute for up to six months of
experience.
Demonstrated technology troubleshooting skills and critical
thinking
Demonstrated experience and understanding of current client
computing hardware components and their interrelationships for PC,
Android, and IOS platforms
Working knowledge of printer technologies and their associated
equipment
Excellent communication skills in person, over the phone and via
email
Must be able to learn new technical concepts quickly and
readily
Must have comprehensive knowledge with computers in general as well
as current Microsoft Windows Operating Systems, Microsoft Office
365 products and the Internet
Must be able to work well in a team environment, as well as on an
individual basis, and have a desire to help the end users
Have a desire to help others resolve problems
Competency in working with people of various cultures
Familiarity with Windows Server including print management and task
scheduling
Experience with SCCM, Active Directory and Group Policy
Experience supporting SaaS in an enterprise environment
Evidence of valid Arizona driver's license and current auto
insurance
Ability to maintain confidentiality
Prioritization and multi-task skills are required
Valid Level One Fingerprint Clearance Card issued by the Arizona
Department of Public Safety for all specialty behavioral health
locations
POSITION RESPONSIBILITIES
Technical
Show proficiency in lower tier responsibilities
Perform operating system and application package upgrades,
installations, and reconfiguration in support of development and
production services
Identify opportunities for process, systems, and application
improvements
Work as a member of a team in Windows environments providing
technical support for client workstations and related technology
devices
Provide expert technical knowledge and advice, including
installation, testing, modification, and evaluation of new
software, monitoring, and support of systems
Recommend and implement appropriate changes to increase system
security
Configures, installs, and supports desktop computers, laptop
computers, handheld devices, monitors, portable data storage
devices, and other general peripherals.
Provide enhanced desktop and end-user support service to VIP
customers.
Desktop support experience with iOS phone and tablet devices.
Configures IT devices for secure operation, including installation
of security software, software updates, and other configurations as
required.
Connect and configure IT devices to use computer networks.
Diagnose hardware and software failures communicate the remediation
plans to users and provides status updates.
Provide software support for users (as identified by the task),
including advanced software operations.
Support desktop maintenance, including inventory and software
distribution, and security maintenance, including virus updates and
patch management via SCCM or Microsoft InTune.
Provide virtual assistance sessions.
Recommend hardware selections for end user computing.
Adapt to various types of situations, clients, and tools.
Use an IT ticketing system, is responsible for receiving and
tracking trouble tickets and requests, assigns them to a technical
specialist (could be themselves or someone else) for action and
ensures that their tickets are resolved, and closed out with the
customer and in the system.
Track and update the movement of all IT assets (laptops, desktops,
printers, etc.)
Maintain a professional attitude and appearance, while always
providing excellent customer service, including maintaining a good
work ethic and assisting other analysts when needed.
Participate in troubleshooting of issues with the drive towards
root cause identification.
Serve as mentor and coach to lower tier personnel
Collaborate and team with others on a variety of technology and
technology support projects
Provide excellent customer service. Maintain a pleasant and helpful
manner; listen patiently when people are upset on the phone, email,
or in person.
Act as customer problem solver, maintaining a constructive and
positive attitude.
Create end-user and departmental documentation
NONESSENTIAL SKILLS AND EXPERIENCE:
Intermediate knowledge of local & wide area network (LAN and WAN)
systems
Apple systems and products (iOS/macOS) experience a plus
Help Desk Institute (HDI)
CompTIA A+CompTIA Network+CompTIA Security+
Microsoft Certified Desktop Support Technician
ITIL Foundation
Additional Duties and Responsibilities
Maintain current awareness and expertise on available desktop
operating systems, applications, services, and methods
Visit vendors to observe demonstration of systems software as
requested and report findings to supervisor
Identify and attend relevant training and education
Available via cell phone for business communications
Drive to multiple company locations to perform duties
Perform other duties as assigned by supervisor or manager
Perform duties during weekends, holidays, late or early shifts as
needed
Patient-Centered Medical Home (PCMH)
All employees are responsible for promoting and participating in
interdisciplinary communication and collaboration to enhance the
delivery of quality across the health care system. Employees should
maintain an environment which supports and engages patients and
co-workers in a caring team-based model to promote wellness and
improve health outcomes.
Adherence to Compliance and Code of Conduct
All employees are required to comply with Adelante Healthcare's
written standards, including its Compliance Program and Standards
of Conduct, policies and procedures and reporting of any conduct
that potentially violates Adelante's legal or compliance
requirements. Such compliance will be an element considered as part
of the regular performance evaluation.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment characteristics described
here are representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
Physical demands: While performing the duties of this job, the
employee may be required to sit for long periods of time, is
required to stand, walk, use hands to handle or feel objects, tools
or controls; reach with hands and arms; climb steps/stairs;
balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage
stress as it relates to essential job functions. The employee must
frequently lift and/or move up to 25 pounds without assistance and
may occasionally be required to lift or move up to 50 pounds with
assistance. Specific vision abilities required by the job include
close vision, distance vision, color vision, peripheral vision,
depth perception, and the ability to adjust focus.
Work environment: While performing the duties of this job, the
employee is exposed to weather conditions prevalent at the time
when traveling to various clinic sites. The noise level in the work
environment is usually moderate. The employee may be subject to
health hazards (contagious diseases, blood borne pathogens, etc.)
when working in the clinic area.
In any organization or job, changes take place over time. Although
an effort will be made to keep job-related information current,
this is not an all-inclusive list of job responsibilities. Adelante
Healthcare, Inc. reserves the right to revise or change job duties
and responsibilities as the business need arises. In compliance
withEEOC 29 CFR part 1630, if the essential functions of this
position cannot be performed in a satisfactory manner by the
employee, further accommodations shall be made if it does not
constitute undue hardships upon this organization.
Keywords: Adelante, Sun City , Associate Desktop Support Engineer, Engineering , Phoenix, Arizona
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