Desktop Support Specialist

About the Role

This position is responsible for the day-to-day support of the desktop and wireless laptop computing environment. Primarily responsible for the installation, maintenance, and support of all desktop hardware and software according to departmental standards and procedures.

Responsibilities

• Answer, evaluate, and prioritize incoming incident and change tickets for clients experiencing problems with hardware, software, networking, and other computer-related technologies.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Desktop Specialist II in accordance with Desktop Services SOP for ticket escalations.
• Log and track client issues using a problem management database and maintain historical records and related problem documentation.
• Assist in implementing internal moves and changes for IT equipment and coordinate moves with IT Project Coordinator.
• Perform imaging and conditioning of all IT equipment.
• Provide after-hours on-call assistance when scheduled for all priority incidents and problems.
• Assess the need for and implement performance upgrades to computers, including replacement of hard drives, memory, and other components.
• Provide hardware equipment installation, removal, and relocation services for both local and remote sites.
• Uphold all relevant enterprise policies to ensure compatibility.
• Work within a team environment, on multiple projects as both team leader and team member.
• Participate in daily, including evenings, on-call support for the medical center's information services operations.
• Work within a call center environment to resolve, create, and assign trouble tickets.
• Install, move, and configure hardware components and peripherals.
• Perform analysis, diagnosis, and resolution of client device and network problems for end users.
• Assist and coordinate implementation of hardware/software installs, upgrades, malware removal, and other desktop projects as needed.
• Participate in project plan development and monitor project milestones.
• Participate in design and validation sessions, ensuring appropriate documentation, follow-up, and issue escalation.
• Troubleshoot problems identified by team members and end users.
• Escalate issues and risks to project leadership.
• Participate in the planning and execution of application go-live and post-live activities.

Requirements

• High School Diploma (required).
• Minimum 2 years of experience with deployment, support, and troubleshooting of PC-related equipment, including desktops, laptops, peripherals, and printers.
• Experience with deployment, support, and troubleshooting of PC-based applications, including Microsoft Windows, Microsoft Office, shrink-wrapped applications, and internal applications.
• Experience with deployment, support, and troubleshooting of wireless devices, including smart mobile devices.

Preferred Qualifications

• Trade School or Associate Degree in Computer Training.
• 3+ years of desktop support experience.
• Microsoft Certified IT Professional (MCITP) certification.