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Desktop Support Specialist

2 months ago

Des Moines, Iowa, United States Trinity Health Full time
Job Summary

We are seeking a highly skilled Desktop Support Analyst to join our team at Trinity Health. As a key member of our IT department, you will be responsible for providing expert-level support for all desktop and network hardware and software applications.

Key Responsibilities
  • Lead a team of client technologies analysts and technicians by making work assignments, monitoring work queues, and coordinating activities among IS teams.
  • Direct projects in areas of responsibility, providing analytical and technical expertise in the planning, design, and installation of new and existing desktop systems.
  • Provide senior-level support for all desktop and network hardware and software applications, acting as an expert information source on product evaluation, selection, deployment, and use.
  • Evaluate, select, and utilize new, advanced support tools, applications, and research to provide solutions to complex hardware and software issues.
  • Provide proactive and advanced troubleshooting and analysis, leading technical participation in and support of customer projects, evaluation, and deployment of new technologies.
  • Understand and account for interactions between technologies and applications across service lines, developing integration, migration, and/or contingency plans.
  • Assist in technology strategic planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities.
  • Provide consultation to IS users for all aspects of end-user computing and desktop-based LAN systems software.
  • Document solutions to problems, trouble-shooting techniques, and develop end-user guidelines, recommending changes based on history and experience.
  • Coach and mentor others in their work efforts.
  • Participate in on-call support rotation as specified by management.
Requirements
  • Bachelor's degree in Computer Science, Information Systems, or related field, or an equivalent combination of education and work experience.
  • Five (5) or more years of hands-on experience with knowledge of installing complex applications, hardware, and troubleshooting techniques, or demonstrated proficiency in these areas.
  • Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience. MSCE certification preferred.
  • Advanced skills with Microsoft desktop operating system/applications installation and support (Microsoft Office and Outlook).
  • HP Desktop and Laptop Certification or equivalent work experience.
  • Experience on multiple platforms, including concepts of networking (LAN and WAN) and IS best practices.
  • PC Imaging experience.
  • HP/Lexmark printer experience.
  • Team leading experience preferred.
  • Training/mentoring experience preferred.
  • Excellent communication and interpersonal skills.
  • Excellent oral and writing skills for client communication and system documentation.
  • Ability to troubleshoot software and hardware malfunctions.
  • Ability to remain calm, helpful, and productive in all situations.
  • Ability to resolve multiple customer issues simultaneously.
  • Adept at multi-tasking.
  • Must be comfortable operating in a collaborative, shared leadership environment.
Working Conditions

Must be able to set and organize own work priorities, and adapt to them as they change frequently. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Must possess the ability to comply with Trinity Health policies and procedures.

Ability to read, analyze, and interpret general business periodicals, technical procedures, or governmental regulations.

Ability to write reports, business correspondence, and procedure manuals.

Required to be able to push/pull and lift objects (computers, monitors, printers) weighing up to 50 pounds.