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Desktop Support Specialist
2 months ago
Responsibilities:
* Lead a team of client technologies analysts and technicians by assigning work, setting priorities, and reviewing work queues.
* Direct projects in areas of responsibilities effectively.
* Provide analytical and technical expertise in the planning, design, and installation of new and existing desktop systems.
* Provide expert-level support of all desktop and network hardware and software applications.
* 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.
* Lead technical participation in and support of customer projects, evaluation and deployment of new technologies, and implementation/configuration of applications.
* Understand and account for interactions between technologies and applications across service lines, and develop 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.
* Responsible for documenting solutions to problems, trouble-shooting techniques, and developing end-user guidelines.
* 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 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 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 remain cool, calm, and collected under pressure. Viewed as the voice of reason during difficult situations.
* Ability to resolve multiple customer issues simultaneously.
* Adept at multi-tasking.
* 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.
Physical and Mental Requirements and 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.
Our Commitment to Diversity and Inclusion:
Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. 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.
