Device Support Tech II

Provides problem identification, resolution, analyst specifications, configurations, coordination, testing, and installation of technological equipment, mobile device-based hardware, software, peripherals, local area networks (LANs), Wi-Fi and other related end user equipment. Assists in the development of computer and mobile device systems standards that are secure, cost-effective, robust and meets the functional needs of Sutter Health. Provides support in the maintenance of asset and consumables control and adherence to departmental and system policy directives while maintaining the highest level of data security. Provides technical training and knowledge transfer to departmental personnel and colleagues all while following standard operating procedures. Responds to end user incidents, questions and service requests for hardware resources. Ensures accurate and timely collection and recording of requests for service. Take action to resolve the request and/or assign the request to the appropriate technical resources for action in accordance with the mission, vision and values of Sutter Health.

Equivalent experience will be accepted in lieu of the required degree or diploma.

• Associate’s in Computer Science, Information Technology, or related field

TYPICAL EXPERIENCE:

• 2 years of technical support experience in an enterprise support environment

SKILLS AND KNOWLEDGE:

• Advanced knowledge on Microsoft and Macintosh operating systems. Advanced knowledge of active directory and associate file systems.
• Advanced knowledge of network topology.
• Advanced knowledge of quality control methods, understanding of problem identification, and resolution analysis.
• Technical knowledge of installing, upgrading, and maintaining end user devices in a large corporate environment and basic network administration.
• Proficient in Microsoft and Macintosh system administration tools.
• Customer service skills from per diem employees to key stake holders while maintaining sensitivity to operations in a health care environment.
• Adept in time management within provided guidelines.
• Ability to analyze information, problems, situations, practices, or procedures in order to identify relevant concerns and factors, including the ability to validate and submit knowledge base updates and additions.

These Principal Accountabilities, Requirements and Qualifications are not exhaustive but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).

The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.