Desktop Support Specialist

POSITION SPECIFICS
Title:  Desktop Support Specialist
FTE:  1.0 FTE (40 hours/week)
Schedule: Monday - Friday from 8:00am - 5:00pm
Holiday Rotation:  N/A
Weekend Rotation:  N/A
On Call Requirements:  N/A
 
POSITION SUMMARY
The Desktop Support Specialist’s role is to provide support and maintenance within the organization’s IT environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware/software and equipment to ensure optimal workstation performance. The position will also troubleshoot problem areas in a timely and accurate fashion and provide end-user assistance where required, escalating issues when considered appropriate and necessary to maintain service level agreement (SLA) expectations.  Maintain user access in Active Directory, Electronic Health Record (EHR), and other systems as needed.  This position also performs service desk duties.
 
POSITION TECHNICAL RESPONSIBILITIES
Desktop Administration

1. Identify and learn appropriate software and peripheral hardware used and supported by the organization to assist in trouble shooting and resolution.
2. Assess the need for and implement performance upgrades to workstations, including, but not limited to, the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs.
3. Collaborate with Network Administrators to ensure efficient operation of the company’s desktop computing environment.
4. Administer and resolve issues with associated end-user workstation networking software products.
5. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
6. Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
7. Develop training material, service sheets and frequently asked questions lists for end users.
8. Install/Upgrade/Patch Operating System software and applications.
9. Provide support for workstation, tablets, phones, printers, including the configuration of the hardware devices and testing new software
10. Secure devices (Workstations, Tablets, Cell Phones, etc.) to SPH Standards.
11. Assist in tracking SPH owned devices and licenses through Asset Management
12. Creation and maintenance of “Golden” Image for standardized workstation deployment

1. Field incoming service requests from end users via telephone, e-mail or in-person in a courteous manner, building rapport to elicit problem details.
2. Collect information about problems, leading users through diagnostic procedures, if appropriate.
3. Prioritize and triage problems. Escalate problems (when required) to the appropriately experienced personnel.
4. Apply diagnostic utilities to aid in troubleshooting.
5. Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution, using current ticketing database.
6. Test fixes to ensure problems are adequately resolved.
7. Perform post-resolution follow-ups to requests.
8. Develop and administer surveys for end user experiences of service desk.
9. Ensure that the IT service desk tracking system is routinely monitored and that all inquiries and requests are processed in line with the service desk operational performance targets.
10. Creation, modification, and deletion of Users in Active Directory, EMR, and other systems.
11. After-hours support as needed.

1. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
2. Identify and implement quality initiatives for improving the service desk experience.
3. Participate in the IT risk assessment identification and remediation process
4. Research service desk tools and techniques to improve the end user experience

• Required:  Associate Degree in a business, technical or scientific program
• Preferred:  None

• Required:  Two or more years of relevant experience, with a minimum of 1-year experience in a project coordination role
• Preferred:  Two or more years of experience in a healthcare or medical setting

• Required:  None
• Preferred:  None

• Required:  None
• Preferred:  None

1. Competitive health and dental insurance options
2. Flexible paid time off to balance work and life
3. Retirement plan with immediate vesting and employer match
4. Free membership to our state-of-the-art fitness facility
5. Generous tuition reimbursement
6. Employer provided life and disability insurance
7. Free parking at facility