Nemours Children's Health System Research team is seeking a Desk Side Project Technician. The Desk Side Project Technician's role is to provide daily on-premises operational support and maintenance for the Research Departments equipment, including end-user devices, peripherals, and other related desktop technologies that require hands-on support. This position will install, repair, upgrade, replace, and maintain hardware, software, and peripheral equipment. Support responsibilities include the configuration and deployment of PCs and laptops, support for locally installed software, and tracking of Research application software licenses. The Desk Side Project Technician will provide daily technical support for data exchange between Nemours Research Associates and external collaborators.

The Desk Side Project Technician role will receive customer incident and request tickets from the Enterprise Service Desk via ServiceNow. This role will provide timely hands-on support for Research faculty, staff, and the applications used by the Research Department. The Desk Side Project Technician will work collaboratively with technical counterparts in the Information Technology Department to provide exceptional customer service, have a strong understanding of Operating Systems, and be able to work in a demanding research environment.

Primary Responsibilities:

1. Facilitate device setup for new staff and collect equipment during associate offboarding.
2. Adhere to asset management processes to ensure accurate tracking of research asset inventory from receipt to configuration and ultimately delivery of assets including adhering to the Asset Disposal policy.
3. Ability to configure and support PCs, peripherals, laptops, printers, scanners, Windows 10/11, MacOS, iOS, and Linux-based Operating Systems (SAS, R, etc.).
4. Coordinate and facilitate support services for mobile devices and cellular phones via partner service providers.
5. Engage and coordinate with hardware and software vendors to repair/support research instrumentation and non-standard research technology components.
6. Track and maintain Research application licenses to ensure license are retired and renewed as necessary.
7. Order and track software/hardware orders in the Nemours Oracle ERP platform.
8. In coordination with principal investigators, assist with the vetting and approval process for new hardware and software requests.
9. Provide on-premises support for all Nemours locations as assigned. Perform equipment relocation as needed.
10. Create and maintain troubleshooting support documentation, work instructions, and standard operating procedures to provide clear workflows and repeatable quality outcomes.

Qualifications:

• Minimum one year of technical support experience required; 3 years preferred
• Associate's degree required