The Desktop Technician Lead is a technical support professional who responds to escalated tickets as required via additional skills, knowledge, tools, or authority; they may resolve incidents remotely or at the user's location via equipment returns.

Responsibilities include hardware & software deployments, moves, and additional hardware requirements. They provide training, mentoring, and support to a team of individuals doing the same or similar work, as well as support for or assistance with project management for assigned special projects. The core duties of this role include work of the same or similar nature to that of teammates.

This is a full-time, 40-hour-per-week dayshift position working Monday through Friday from 8:00 am - 5:00 pm at our Concord Clinic location.

1. Provides technical support to end users for complex applications, processes, and hardware issues.  Documents accurate assessments, performs analyses, and effectively troubleshoots issues
2. Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines, and escalating tickets to higher levels of support.         
3. Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines to back up tier 1 support as needed.       
4. Performs work locally, remotely, via telephone, e-mail, and in-person at all Dartmouth Health locations as necessary.  Will ensure the quality of the work of teams, their members, and guide efforts based on strategic knowledge of IT in the healthcare industry.  Will provide services at multiple organizational entities or systems on request.    
5. Empowered to make decisions for ticket escalations and assign appropriate staffing resources for critical day-to-day technical support issues.            
6. Provides services for Dartmouth Health managed equipment, including but not limited to personal computers (PCs) (desktops and laptops), peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners.  This may include installing/uninstalling software, and setting up new equipment and peripherals.      
7. Provides system hardware and/or software repairs and upgrades of Dartmouth Health PCs and peripherals utilizing technical skills and appropriate tools.          
8. May be delegated as the initiator of supply purchasing per established approval guidelines.        
9. Performs duties related to the recycling of discontinued PCs and peripherals, reimaging PCs, and duties related to lost or stolen PCs and peripherals.  
10. Maintain proficiency with tools necessary to the role, including the current software platform for ticket management, problem management, inventory, and asset management. Manages process for updating documentation to reflect current information and workflows.    
11. Presents information in any group and management settings (informal and formal presentations). Communicates the status of open problems or issues to all concerned parties. 
12. Monitors the queues of multiple teams across multiple organizational entities to ensure appropriate prioritization for multiple entities or system-wide. Serves as a technical resource to others for more complex issues for multiple entities, system-wide, or larger teams.    
13. Manages single-person or group projects of any size at multiple organizational entities or system-wide from inception through completion, including development, execution, and monitoring of the work plan.  This will require monitoring and supporting individuals' daily work assignments and maintaining a project schedule that ensures cross-coverage.          
14. Projects may necessitate temporary increases in working hours.
15. Provides project leadership by maintaining project management certification.     
16. Acts as departmental technical expert for other IS departmental staff, end-users, and third-party IT vendors.  Acts as the primary mentor and trainer for new team members during the onboarding and job training process.  Develops and maintains the training curriculum for new team members
17. Networks and collaborates with other IS teams.
18. Functions as a primary resource to operations, staff, and customers in designing and implementing process improvement initiatives that will increase the efficiency and maximize the effectiveness of operations.    
19. Participates in the administration of policies and projects.  Provides analysis functions in support of process improvement.  Responsible for development, maintenance, and revision of procedures and workflows to ensure efficient and effective operations through yellowbelt-level projects.             
20. Identifies system or process failures of complex natures. Defines problems, collects data, and establishes facts. Determines conclusions and solutions. Fully documents resolutions to new problems.  
21. Performs a variety of report generation and data manipulation duties    
22. Participates in location-specific on-call rotation.
23. Performs other duties as required or assigned.

• High school diploma or equivalent required
• Minimum 8 Expertise Units Required:
  • Expertise Units defined:
    • 1 per each year of desktop technician work experience
    • .5 per year of relevant technical work experience.
    • 5 per year non-IT military experience
  • Points for the highest degree attained
    • 2 per related Associate's Degree, 1 for unrelated
    • 4 per related Bachelor's Degree, 2 for unrelated
    • 6 per related Master's Degree, 3 for unrelated
  • 1 per current beginner Certification
  • 3 per current intermediate Certification
  • 5 per current advanced Certification
• Advanced knowledge of computer hardware and software
• Considerable knowledge of troubleshooting methodologies.
• Advanced knowledge of the clinical application of technologies and devices.
• Driver’s License Required

• None