Senior Desktop Specialist

Definition : Under direct supervision of the Information Technology (IT) Department’s Desktop Services Manager and Service Desk Supervisor, the Senior Desktop Specialist performs highly complex configuration, administration and maintenance duties for SRPMIC desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment. This job class is treated as FLSA Exempt. This is a driving position.

Essential Functions : Essential functions may vary among positions and may include the following tasks, knowledge, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive list of tasks performed by all positions in this classification.

Distinguishing Features:

The Senior Desktop Specialist is distinguished from the Desktop Specialist II position by the complexity of assignments, level of technical knowledge, project roles and responsibilities, leadership and mentoring responsibilities, and ownership and responsibility for desktop tools and systems. The Senior Desktop Specialist assigns tasks and oversees staff as needed and provides technical and project leadership to the team. The Senior Desktop Specialist will also act as the lead to coordinate the resolution of issues that may cross between IT divisions. This job class has a broad understanding of information technology and the ability to adapt and constantly learn new technologies. The Senior Desktop Specialist must be able to deal with ambiguity, constant change and must possess the ability to function independently and collaborate effectively on a team.

1. Service Desk: Follows established guidelines and expectations, answers calls from end users in a timely and efficient manner. Responds to questions and problems according to established service level agreements or forwards to more experienced staff. Logs questions and problems and records action taken in Service Desk Ticketing System.

• Assists level I and level II Desktop Services staff with problem resolution and ensures that appropriate escalation procedures are followed. Provides related training as required.
• Acts as a final level tiered support for service desk staff in resolving end user issues. Works closely with all IT support personnel and related technical areas to resolve end-user problems.
• Analyzes trends in service desk activity and works closely with Desktop Services Supervisor and Manager to respond to issues and concerns.
• Works with Desktop Services Manager to ensure and provide appropriate training for support staff to effectively perform their job.
• Provides support for VIPs and other high-profile users.
• Takes ownership of high priority issues that impact the entire organization or department and performs root cause analysis.

• Actively participates as a resource on IT projects and may be called on to lead efforts, such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.

2. Hardware/Software Installation, Configuration and Troubleshooting: Provides advanced and Tier III desktop support including configuration and troubleshooting services for computers, mobile phones, Windows operating systems, application software and other related hardware and software.

• Performs all desk side support functions as needed to support end-user issues. Takes ownership of issues unable to be resolved by IT Technicians or level I or level II Desktop Specialists.
• Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools. Develops and documents standard operating procedures for all such processes.
• Installs, configures, troubleshoots, and repairs desktop computers, laptop computers, printers, and other peripherals. Coordinates as necessary any 3rd party vendor repair, installation or deployment services.
• Works with Desktop Services Manager to analyze, develop, modify and maintain Desktop Services procedures to ensure consistency with current environment standards.
• Maintains and applies an in-depth knowledge of SRPMIC systems, applications and related areas in order to diagnose and resolve end user problems.
• Reviews all user submitted requests for computer hardware and software for compliance with SRPMIC standards. Works with vendors to evaluate new products and develop SRPMIC hardware and software standards. Maintains and updates the IT Store (internal website of approved hardware).
• Develops and maintains quality assurance process for testing and verifying all images and packages.
• Tests, packages and deploys monthly Microsoft and 3rd party security patches and updates.

3. Leadership: Provides leadership and promotes shared responsibility among the team.

• Assumes the role of Desktop Services leadership.
• Leads the effort in the development and enhancement of standards and procedures related to desktop tools, product testing, processes and training.
• Continually seeks to further group empowerment and conflict resolution.
• Functions as a team leader to assist in coordinating work between team members. Organizes and manages interdepartmental activities to ensure quality service delivery.
• Provides project management leadership to the team.
• Personifies leadership and promotes shared responsibility amongst teams.
• Listens and communicates effectively with a diverse group of people.
• Evaluates overall and individual work performance to determine effectiveness in providing quality products and services delivered to customers.
• Champions continuous improvement efforts within the Desktop Services division, Information Technology department, and the Community.

4. Supervision : Assists with the routine supervision of assigned Desktop Interns, OJT’s, Technician, and Desktop I & II staff.

• Prioritizes and coordinates staff workflow and provides training and assistance as needed.
• Prepares input to be given on EPARs for assigned staff that are reviewed and approved by the Desktop Services Manager or Service Desk Supervisor.
• Assist with ticket queue management and distributes tickets to other Desktop staff as appropriate.
• Acts as a single point of contact when Desktop Services Manager or Service Desk Supervisor is unavailable.
• When applicable works with Site Coordinators or Project Managers under the direction of the Desktop Services Management team to complete projects and tasks.

5. Mentorship & Training: Mentors Desktop Services Staff to attain the technical and customer service skills necessary to perform independently and attain further career progression goals.

• Mentors SRPMIC staff, customers and vendors on desktop services processes and protocols.
• Provides training as needed to SRPMIC IT staff on the use of desktop tools, products, and procedures.

6. System Administration: Performs administration tasks and takes ownership of various desktop systems and tools (asset management, desktop administration, anti-virus, Service Desk ticketing system, etc.).

7. IT Asset Management: Follows established asset management guidelines and procedures.

• Uses desktop tools to query, update and track SRPMIC computers and ensures that all SRPMIC assets are properly tracked and disposed of.
• Performs periodic audits of assets and is responsible for asset inventory accuracy.

8. Community/Government Events : Provides IT support for Community or Government events as needed. May require work during non-business hours.

• This includes, but is not limited to, weekly Tribal Council Meetings.

9. Knowledge Management System : Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues.

10. Special Projects : Performs a variety of ad hoc special projects as assigned by the IT management staff.

11. Miscellaneous: Performs other IT job related tasks or assignments as needed assigned by the Desktop Services Manager, Service Desk Supervisor, Assistant IT Director (Infrastructure & Operations) or IT Director/CIO to support customers and the Community.