Desktop Support Technician

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, andtreatment facilitiesin Atlanta, Chicago and Phoenix. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

The successful candidate:

Job Overview

The Desktop Support Technician’s role is to provide a single point of contact for stakeholder requests via Help Desk assignment to receive support and maintenance within the organization’s desktop computing environment and software operations. This includes installing, diagnosing, documenting, repairing (possibly order/return equipment), maintaining, and upgrading all PC hardware, printers, phones, audio visual equipment and miscellaneous IT devices to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, via e-mail or IM) in a timely and accurate fashion and provide stakeholder assistance where required. The technician will track and communicate status, provide timely updates to the tickets and resolve all assigned tickets within SLA. The technician will work closely with Infrastructure and Application teams in support of new installations, upgrades and changes in the environment and desktop.

Job Qualifications

• An Associate’s Degree in the field of Computer science or Computer Engineering is required; Bachelor’s Degree in Business Administration, Management, or Information Technology preferred.

• 2 years of IS experience, primarily within the areas of A/V, desktop support, help desk, and hardware troubleshooting.

• IS experience within a multi-facility healthcare organization is preferred.

• A+ certification preferred.

• ITIL Foundations certification preferred.

• Working knowledge of basic computer hardware, including audio/visual equipment, desktop CPU, laptops, printers, phones, handhelds, laser printers.

• 2 years’ experience with Microsoft Suite of products and Microsoft operating systems

• Proven excellent technical knowledge of PC and desktop hardware and internal components

• Able to understand technical manuals, procedural documentation, and OEM guides.

• Extensive background in troubleshooting hardware problems, including: PC components, VoIP, and networking.

• Excellent customer service skills, including ability to convey key technical information to non-technical users.

• Excellent team-oriented approach.

• Excellent organization skills required.

• Must be able to maintain composure in high stress situations and environments

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

To learn more about our comprehensive benefits, click here:Benefits Information