Title: Sr Desktop Support Tech

Location: Fountain Valley, CA

Department: IS Technical and Desktop Svcs

Status: Full-Time

Shift: Days (8hr)

Pay Range*: $33.79/hr - $49.00/hr

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary

The Desktop Support Technician family works across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and requests. They are responsible for answering IT requests specific to PC hardware, networks, or software via phone, email, live chat, or instant message.They may find the need to may explain solutions in both technical and nontechnical terms.

Under minimal supervision, the MemorialCare Sr. Desktop Support Technician performs Tier 2 support.They provide a higher level of advanced technical trouble shooting and analysis methods to support resolution to incidents, problems, and requests specific to PC hardware, networks, or software.The role of Sr. Desktop Support Technician requires educating and mentoring the Desktop Support Technician to assist in providing a resolution.

Essential Functions and Responsibilities of the Job

1. Provide recommendations for overall improvements to reduce downtime

2. Create documentation on resolving difficult technical issues for future reference

3. Build and install PCs, associated peripheral devices, and mobile / smart phones

4. Provide technical support to users and colleges as appropriate

5. Work to identify issues and recommend potential changes and system improvements

6. Resolve reported issues within established standards for timeframes and quality

7. Provide quality customer support

8. Be at work and be on time

9. Follow company policies, procedures and directives

10. Interact in a positive and constructive manner

11. Prioritize and multitask

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Minimum Requirements

Qualifications/Work Experience:

• Minimum 3 years desktop support experience

• SCCM knowledge preferred

• ITIL knowledge preferred

• Obtained strong knowledge of PC hardware and networks including installation requirements and LAN\WAN

• Demonstrated knowledge of software including Microsoft Operating System

• Demonstrated use of effective verbal and written communication to successfully achieve end user support

• Proven analytical, logical thinking, and problem-solving skills to resolve reported issues

• Experienced in a healthcare environment preferred

Education/Licensure/Certification:

• A+ Certification Required

• Microsoft Networking Essentials certification preferred

• MCDST Microsoft Certification