Under the direction of the Information Technology (IT) Manager, the Desktop Support Specialist provides a broad expertise of system knowledge for technical support to computer system users who contact the IT Help Desk. And also support Information System (IS) as needed.
Duties and Responsibilities
* Provides Tier 1 and Tier 2 user support for onsite and remote users. * Troubleshoots desktops, laptops/tablets, mobile devices and printers. * Assists with training users on desktop applications and network services. * Assists with creating MS Active Directory accounts. * Assists with provisioning new desktops, laptops/tablets, mobile devices, iPad and printers in accordance with LCHC guidelines and procedures. * Assists with provisioning new phones and voicemail for users. * Assists with troubleshooting network servers and network devices, escalates to System Engineer or IT Manager as needed. * Assists with network server backups. * Assists with coordinating equipment repairs with vendors. * Assists with maintaining IT equipment inventory. * Documents standards and procedures in relation to desktop issues. * Utilizes Help Desk software to log support activity and monitor trends. * Carries emergency pager and participates in an afterhours on call rotation. * Adhere to LCHC policy and procedure * Maintain open lines of communication with staff, peers and supervisors * Must be flexible and adaptable based on health center requirements * Maintains a high level of user satisfaction with IT and IS services * Maintains a focus on information security and confidentiality
Employee must have or be working towards a Bachelors degree in a related field. Employee must have a working knowledge of computer software and applications including but not limited to: MS Windows 7/X, MS Office 2013/2016 and MS Active Directory. In addition the employee must have a good working knowledge of networking fundamentals and be familiar with the OSI model. A Microsoft Certified Technology Specialist (MCTS) certification, CompTIA A+ or CompTIA Network+ certification is desired but not required.
The employee must possess a minimum of two years general IT Help Desk and/or Desktop Support experience in a networked environment. In addition, the following characteristics are desired:
* Excellent customer service skills, in person, on the phone and in writing. * Ability to create clear and usable documentation for all tasks performed in the position. * Strong organizational skills and attention to detail. * Comfortable with team-based work structure. * Ability to demonstrate flexibility on the job. * Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.
Other Job Information (if applicable):
* Must be able to lift and carry 35 pounds for up to 50 feet. * Must possess the ability to look at a computer screen for extended periods of time. * Must be able to maintain a composed and professional demeanor within a flexible and (at times stressful) work environment.
Work Schedule Monday to Friday, first shift
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