Desktop Support Specialist II - Premier Medical Group of the Hudson Valley

JOB DESCRIPTION



JOB TITLE: Desktop Support Specialist II



DEPARTMENT/DIVISION: Information Technology



STATUS: Full Time, Exempt REPORTS TO: CIO











POSITION SUMMARY:







The Desktop Support Specialist II ensures that end-users receive efficient and effective IT support. Responsible for helping with projects and day-to-day operations. Responsible for a high level of computer hardware / software technical support services throughout all facilities and business associates.



DUTIES AND RESPONSIBILITIES









+ Incident management: Monitoring incidents and servicing end user needs.



+ Perform activities related to endpoint support of technology.



+ Optimize the utilization of endpoint systems.



+ Communicate effectively with department, organization, and external entities. Must possess excellent interpersonal skills, which includes communication (both written and verbal)



+ Deliver timely and high-quality problem resolution and escalation services. Provide solutions for users.



+ Supports project initiatives with a team centric approach.



+ Request fulfillment: Providing client support for hardware, software, and network services.



+ Provisioning: Assisting with the implementation, and maintenance of desktop environments.



+ Maintenance: Coordinating and scheduling vendors and maintenance providers.



+ Break/fix management: Troubleshooting IT hardware and software issues.



+ SLA: Managing work to established service levels.



+ Team collaboration: Support a team culture to improve performance, associated metrics, and identifying training needs.



+ Project: Support organizational projects and tasks.



+ Vendor relationships: Work with existing vendor relationships in support of end user needs.



+ Escalated incidents: Handling escalated incidents.



+ Strong analytical and technical aptitude.



+ Strong organizational, time management, and problem-solving skills.





EDUCATION & EXPERIENCE









+ College or technical school graduate, or similar direct appropriate work experience, or an appropriate combination of education, certification, and experience in a related field from an institution.



+ Minimum of (2-3) years of progressive computer hardware /software experience with direct work experience.



+ Industry certifications are a plus.



+ Strong Microsoft desktop OS and endpoint management experience required.



+ Knowledge of Microsoft O365 is a plus.



+ Knowledge of endpoint management tools such as Intune is a plus.



+ Fundamental understanding of network and server technology concepts and services.



+ Fundamental understanding of IP addressing, subnetting and VLAN concepts.



+ Scripting and automation knowledge is a plus.





QUALIFICATIONS & REQUIREMENTS









+ Inter-office travel mandatory



+ Work environment may be occasionally hectic and stressful.



+ Heavy telephone contact and heavy support ticket documentation



+ Heavy technology research and self-learning.



+ Team based knowledge sharing environment.



+ May occasionally be required to lift up to 50 lbs.



+ Required to maintain department cleanliness in support and inventory areas.



+ Required to assist in inventory management.



+ After hour and weekend support required during projects and support issues.



+ Mandatory On call rotation.



+ Flexible in work assignments.





















Premier Medical Group is an Equal Opportunity Employer