Desktop Support Specialist

14 hours ago

Ann Arbor, Michigan, United States Trinity Health Full time
Job Summary

We are seeking a skilled Desktop Support Specialist to join our team at Trinity Health. As a key member of our IT department, you will be responsible for providing technical support and guidance to our users for all aspects of end-user computing and desktop-based LAN systems software.

Key Responsibilities
  • Configure and install software on IS users' desktop and laptop computers.
  • Install new computer hardware (desktop, laptop, PDA, printer, etc.) at users' locations.
  • Provide desk-side end-user Tier 2 support and problem troubleshooting for moderately complex issues for both hardware and desktop software and work with vendors to resolve Tier 3 issues.
  • Participate in project activities including data collection, design suggestions and communications with project teams and end users.
  • Document solutions to problems, trouble-shooting techniques and developing end-user guidelines.
  • Assist with roll-out of new / upgraded desktop software packages.
  • Participate in the testing and evaluation of new desktop packages and implement prototypes.
  • Assist with ongoing documentation and management of desktop systems.
  • Support mobile workforce.
  • Troubleshoot network problems including desktop loss of connection, Internet connection problems, etc.
  • Participate in on-call support rotation as specified by management.
  • Assist in physical moves of computer equipment.
  • Escalate issues as appropriate when troubleshooting yields no results and / or based upon severity of issue (ex. virus outbreak).
Requirements
  • Bachelor's degree in Computer Science, Information Systems or related field or equivalent combination of education and work experience.
  • Two (2) or more years of hands on experience with knowledge of installing complex applications, hardware and troubleshooting techniques required or demonstrated proficiency in these areas.
  • Microsoft and Personal Computer Certifications (A+, Network+, MCDST, MSP) or equivalent work experience. MSCE certification preferred.
  • Advanced skills in Microsoft desktop operating system / applications installation and support (Microsoft Office and Outlook) experience.
  • HP Desktop and Laptop Certification preferred.
  • Experience on multiple platforms including concepts of networking (LAN and WAN) and IS best practices required.
  • PC Imaging experience required.
  • HP / Lexmark printer experience required.
  • 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.
  • Must be comfortable operating in a collaborative, shared leadership environment.
  • Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.
Working Conditions

The successful candidate will be required to work in a fast-paced environment with multiple priorities and deadlines. The ability to work independently and as part of a team is essential. The successful candidate will also be required to maintain confidentiality and handle sensitive information with discretion.

Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.

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