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DESKTOP SUPPORT SPECIALIST Senior - IT TECHNOLOGY

Location Newport Beach CA, United States
Posted 10-October-2020
Description

The Desktop Support Specialist is responsible for providing information solutions in hardware, software, and installation support on desktop Personal Computers (PC) and other network computing devices. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Under the supervision of the Desktop Manager, performs a wide range of technical duties assisting with the implementation and support of the Hoag Hospital s (Hoag) Desktop services. Provides technical expertise to evaluate, install and maintain both hardware and software solutions to accurately meet the needs of our customers on a timely basis. Projects an image of professionalism in communication, appearance and conduct.Performsotherduties asassigned.

Desktop Support Specialist
Configures new Personal Computers (PCs) with Hoag s standard software and 'Standard PC' guides. Utilizes imaging software to setup new PCs. Updates hardware and notifies appropriate personnel of PC inventory database changes. Utilizes available system tools. Re-images PC s that are re-deployed in organization. Ensures that no data from prior users remain on system. Inventories all incoming equipment and verify accuracy against purchase orders. Reports any discrepancies to the supervisor. Builds complex desktop and laptop images. Manages appropriate disposal of e-waste materials according to policy.
Provides customer support for Hoag s standard applications (Desktop Operating Systems, Microsoft Office Suite, including Outlook). Refers customers to training available to facilitate problem resolution. Troubleshoots and supports desktop hardware to include PCs, monitors, printers, and network computers. Collaborates with other Information Support (IS) teams regarding hardware troubleshooting and installation (eg, cabling, printers). Works with PC vendor technical support to resolve hardware issues. Configures and provides loaner equipment for customers when resolution is not immediate. Works with Service Desk to facilitate warranty repairs and out-of-warranty repairs by third party vendors. Performs Incident Management process as specified.
o Desktop includes desktop computers, laptop computers, portable computer carts, and Personal Digital devices as identified in the Enterprise Architecture.
Performs tasks associated with evaluation, design, installation, configuration, upgrades, testing, documentation, and expansion for desktop, laptop, management, and operating technologies. Performs daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; Symantec Endpoint Protection, Dell Data Protection Encryption and Microsoft System Center Configuration Manager (SCCM) server to proactively manage the environment.

Cross trains technical support specialists for the desktop deployment process. Works in conjunction with internal or external department groups in setting hardware and software standards. Follows the established standards for installing, configuring and/or removing hardware or software (via Change Control Process).
Maintains a positive and professional attitude when dealing with staff, customers and vendors. Demonstrates a willingness to learn new procedures, readily accepts new responsibilities, participates as a team player and contributes to the overall success of the department. Maintains current knowledge of departmental updates and Policies and Procedures. Initiates and participates in process improvement activities for departmental processes.
Position requires travel between various Hoag locations and its affiliates.
Position requires participation in 24/7 department on-call program. On-call employees are required to carry a department issued cellular phone, respond to calls within 15 minutes, troubleshoot problem and provide services off-site as needed and be available to provide services on-site as needed within 1hour of being called or paged to respond.
Position may require participating in meetings outside of normal business hours including occasional evenings
And/orweekends.
Position is located in a support department which operates a call center 24 hours a day, se3ven days a week to provide support and service. Operations include 1st, 2nd, and 3rd shifts. Employees may be required to pick up shifts outside of their standard assignment for coverage due to vacations, holidays, and staff shortages, or other special circumstances as determined by leadership.

Desktop Support Specialist Senior:
In addition to the duties specified above, the Desktop Support Specialist Senior will:
Identifies customer dissatisfaction issues and responds appropriately to provide service recovery.
Facilitates updating desktop images as needed when OS software updates are available via MS SCCM tool
Provides direction and support to team members regarding complex technical problems. Assists with complex assignments and projects.
Develops or modifies procedures for support of Hoag standard hardware and software.
Schedules and assigns events appropriately to the departmental work schedule calendar.
Acts as liaison between customer departments and vendors
The intent of your job description is to provide you, the IT team members in general, and Hoag leadership a core understanding of the requirements of your position and it is not intended to be an inclusive list of responsibilities. In addition to the listed core requirements and responsibilities, each employee is individually responsible for proactively taking appropriate actions to assure the best possible outcomes for Hoag and its affiliates.

Required:

Desktop Support Specialist:
High School Diploma/GED with minimum 2 years' experience.
Required to service remote Hoag sites providing their own transportation and vehicle insurance.
Demonstrated the ability to handle multiple projects at once, with strong organizational skills and minimal supervision.
Manage daily work problem reports and schedule work requests in a manner that supports the business.
One to three years previous work experience in technical support position.
Provide direction and support to team members regarding complex technical problems.
Mac Operating systems (OSX, IOS for iPhone, iPad, Apple products).
Desktop Support Specialist Senior:
In addition to the above, the Desktop Support Specialist Senior will have:
Four or more years advanced experience in technical support position.
Knowledge of Hoag s application environment.
Strong knowledge of various Health Care applications.
Demonstrated the ability to handle multiple projects at once, with strong organizational skills and minimal supervision.

Preferred:

Desktop:
Desired: MCSE certification preferred (Desktop Only)
Senior Desktop:
MCSE Preferred.
Bachelor's degree in Computer Science, Information Systems, or related field
A+ certification or equivalent
Network+ certification
Security+ certification

Required:

Desktop Support Specialist:
One to three years previous work experience in technical support position.
Experience in supporting desktop software and hardware products
Strong knowledge of enterprise applications (including but not limited to) including the following:
Windows 7, Windows 10
Microsoft Office Suite including Outlook
Symantec Endpoint Protection
MS System Center Configuration Manager (SCCM)

Smarterm or terminal emulation software
Familiarity with TCP/IP protocols.
Excellent communication skills; customer focused; excellent attention to detail; able to prioritize tasks and meet deadlines; strong interpersonal skills; able to work in a team environment.
Current CA driver s license required for local travel.

Desktop Support Specialist Senior:
In addition to the above, the Desktop Support Specialist Senior will have:
Four or more years advanced experience in technical support position
Knowledge of Hoag s application environment
Strong knowledge of various Health Care applications.
Demonstrated the ability to handle multiple projects at once, with strong organizational skills and minimal supervision
MCSE Certification or equivalent experience preferred

 
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