Desktop Services Specialist II
Description
Summary:
Provide expert level on-site and remote technical support, including troubleshooting software and hardware issues and performing diagnostics. Take on advanced Desktop Services responsibilities.
Responsibilities:
1. | Diagnose and resolve (in-person and remotely) issues with the hardware, operating system, applications, and peripherals
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2. | Take the lead on special projects and additional responsibilities as assigned by IT Management |
3. | Act as next tier of support and subject matter expert for Desktop Services Specialist level 1 techs and provide assistance with understanding workflows and intra-group escalations |
4. | Accurately document Service Desk ticket troubleshooting, status, and resolution |
5. | Provide training and act as a mentor to new Desktop Services Specialists
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6. | Configure new computers, perform hardware upgrades, and maintain accurate endpoint device inventory
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7. | Provides 24/7 support through investigation & analysis of problems using documentation, manuals, debugging tools & logic to resolve problems, prevent recurrence & ensure continuity. Takes remote call for off-shift, weekends & holidays as assigned. |
8. | Updates IT Knowledgebase for self-service |
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Other Information:
Education and Experience Requirements
- College diploma or university degree in the field of computer science AND/OR 5 years equivalent work experience.
- Industry certifications preferred, this can include A+, N+ and/or MSCE/MCTS/MCITP.
Working Conditions:
Manual: Some manual skills/motor coord & finger dexterity
Occupational: Some occupational risk
Physical Effort: Very Heavy effort. May exert up to 50 lbs. force
Physical Environment: Generally pleasant working conditions
Company: Nuvance Health
Org Unit: 1798
Department: IT Service Mgmt Operations
Exempt: No
Salary Range: $29.65 - $55.55 Hourly