Desktop Support Engineer
Adelante Healthcare is seeking someone to help manage and set the technological direction for our fleet of laptop and desktop computers, along with printers and other peripherals. We serve a population of medical professionals and administrators who rely on their PCs to help provide healthcare to our patients.
WHAT YOU'LL BE DOING DAY TO DAY
Act as Tier 2/3 escalation support for Windows 10/11 laptop, desktop, printing and other computing issues experienced by users. Provide enhanced desktop and end-user support service to VIP customers. Participate in troubleshooting of issues with the drive towards root cause identification.
Provide expert technical knowledge and advice, including installation, testing, and evaluation of new software. Help to create standards for endpoint hardware configurations.
Perform operating system and application package upgrades, installations, and reconfiguration in support of development and production services.
Create and maintain "golden images" for all client hardware.
Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required. Recommend and implement appropriate changes to increase system security such as GPOs and endpoint security software.
Configure, install, and support desktop computers, laptop computers, handheld devices, monitors, portable data storage devices, and other general peripherals.
Diagnose hardware and software failures, communicate the remediation plans to users and provide status updates.
Provide software support for users (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
Identify opportunities for process, systems, and application improvements
Adapts to various types of situations, clients, and tools.
Use an IT ticketing system, be responsible for receiving and tracking trouble tickets and requests, assign 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.
Maintain a professional attitude and appearance, while always providing excellent customer service, including maintaining a good work ethic and assisting other analysts when needed.
Collaborate 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.
Serve as mentor and coach to lower tier personnel
Create end-user and departmental documentation
WHAT YOU'LL NEED TO HAVE
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 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
Must have comprehensive knowledge with computers in general as well as current Microsoft Windows Operating Systems, Microsoft Office 365 products and the Internet
Familiarity with Windows Server including print management and task scheduling
Experience with SCCM as it pertains to distributing Windows updates and packaging software for deployment.
Experience with maintaining Active Directory and creating Group Policies
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
Demonstrated technology troubleshooting skills and critical thinking
Have a desire to help others resolve problems
Competency in working with people of various cultures
Excellent communication skills in person, over the phone and via email
Must be able to learn new technical concepts quickly and readily
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
Who Are We?
At Adelante Healthcare, we believe that healthy people create healthy communities. Our mission is to improve the health of our communities by providing the highest level of primary and preventive care, making it affordable for everyone. For over 40 years, we have been dedicated to serving our communities by providing healthcare to those most vulnerable by offering health care services at nine locations throughout Maricopa County. By joining the Adelante Healthcare team, you become part of a patient centered caring organization that is playing a vital role in helping our communities.
OUR AMAZING BENEFITS
We offer a culture that values caring, professional development, growth, and sustainability. We provide a comprehensive and competitive benefits program including:
* Medical, Dental, and Vision available DAY ONE!
* 3 weeks Paid Time Off annually
* 10 paid Holidays annually
* 403b Retirement Account Savings Plan
* Tuition Reimbursement for eligible programs
* Employer-paid Short Term and Long Term Disability
* And MORE