Job Title: Desktop Engineer II Department: IS&T

Reports to: Director of Technical Services Revision Date: 04/26/2024

Grade Level: 22 Status: Hourly

Job Summary:

The Desktop Engineer II interprets user issues and directs to the appropriate resource, when necessary. Demonstrates the ability to assess critical outages and communicate to the appropriate personnel. Maintain logs of Help Desk tickets and follows-up on outstanding work orders. Reconciles with users when issues arise. Performs a variety of administrative and technical work related to the coordination, control and maintenance of desktop computers including peripherals and wireless devices within the organization to ensure compatibility and integration with IT strategies.

Duties/Responsibilities:

Provide technical support over the phone and via remote assistance tools Diagnose and resolve technical hardware and software issues Document, track, and route tickets using help desk ticketing software Configure and deploy new equipment Triage and escalate problems as needed Participates in Tech Support on call rotation Performs other duties as assigned

Core Competencies:

Ability to express complex technical concepts and communicate effectively, both written and verbally Ability to establish and maintain effective working relationships with peers and supervisors Ability to analyze and troubleshoot complex problems Attention to detail Security conscious Customer service focused Possession of a valid driver’s license and ability to operate a motor vehicle required.

Education and Experience:

Associates degree required in computer science, information technology, or a closely related field. Bachelor’s degree preferred. A+, Network+, and Microsoft certifications desirable. 5+ years progressive experience in a desktop support role, healthcare preferred. Extensive knowledge of desktop hardware including personal computers, printers, and scanners. Extensive knowledge of Microsoft Windows, Microsoft Office, Office365, Active Directory, and Group Policy Ability to automate configuration changes and software deployments via custom scripting and deployment toolkits.

Working Conditions:

Position requires use and operation of personal vehicle. Adverse working conditions include, but are not limited to, extreme or intense environmental circumstances (such as wetness, heat, cold, darkness, light, confined spaces, height, hazardous materials, vibration, shock, explosion, etc.) to which the employee may be exposed while undertaking the essential duties and responsibilities of this position. This position works in a general office environment. Position requires repetitious sitting, typing on a computer, speaking, hearing, listening, detecting sounds, and using arms and hands to grip, hold, reach, or manipulate tools and equipment. Ability to frequently walk or traverse and lift, move, push or pull up to 50 pounds. Frequent use of computers which may lead to potential wrist and eye strain. Actively participate in cross-training, in-service programs, quality assurance, and CQI; attend all mandatory classes, meetings and committees as required; complete department-specific requirements/competencies. Attendance at scheduled date and location ensures that job requirements are met. Complies with DOH requirements for annual health assessments and required immunizations.

Pay Range: $25.00-$28.00/hr

Employee salary is based on commensurate experience and other qualifications.

The mission of Oswego Health is to provide accessible, quality care and improve the health of residents throughout Oswego County. As a nonprofit healthcare system that was established in 1881, Oswego Health is proud to continue to be one of Oswego County’s largest employers. More than 1,200 employees spread throughout its 17 locations, work for the Oswego Health system, which includes the 164-bed community hospital with a brand new Medical Surgical Unit, a 32-bed state-of-the-art psychiatric acute-care facility with multiple outpatient behavioral health service locations, The Manor at Seneca Hill, a 120-bed skilled nursing facility, and Springside at Seneca Hill, an independent retirement community. The health system also operates Oswego Health Home Care, the only hospital-based certified home healthcare agency in the County as well as two outpatient centers, including the Fulton Medical Center, offering urgent care, lab, medical imaging, physical therapy, and occupational health services; and the Central Square Medical Center, offering urgent care, lab, medical imaging, and physical therapy services. In addition, Oswego Health includes the Oswego Health captive professional corporation, Physician Care P.C., providing physician services in orthopedics, cardiology, ENT, gastroenterology, breast care, audiology, general surgery, bariatrics, and primary care.

EQUAL EMPLOYMENT OPPORTUNITY

Oswego Health is committed to providing equal opportunity in all employment-related matters, without regard to race (including traits historically associated with race), creed, color, religion, sex/gender, national origin, age, marital or familial status, disability, pregnancy-related condition, sexual orientation, gender identity, gender expression, transgender status, citizenship status, ancestry, arrest/conviction record, military or veteran status, domestic violence victim status, genetic predisposition or carrier status, reproductive health decision making, relationship or association with a member of a protected category, or any other legally protected characteristic. Decisions affecting your position including, but not limited to, recruitment, hiring, placement, promotion, transfer, compensation, benefits, training, tuition assistance, leaves of absence, disciplinary action, layoff/recall, and terminations will be made in accordance with this policy.