Desktop Specialist I

Salt River Pima-Maricopa Indian Community•Scottsdale, AZ

13d•Onsite

About The Position

Under direct supervision of the Information Technology (IT) Department’s Service Desk Supervisor, the Desktop Specialist I performs basic to moderately 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 Non-Exempt. 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. The Desktop Specialist I is distinguished from the IT Technician and Desktop Specialist II positions by the level of technical, problem solving skills, knowledge, complexity of assignments, project roles and responsibilities, leadership and mentoring responsibilities. The Desktop Specialist I provides assistance as needed to the IT Technician, and escalates issues to the Desktop Specialist II and Senior Desktop Specialist. This position must have a broad understanding of information technology, the ability to adapt and constantly learn new technologies. Must be able to deal with ambiguity and constant change and must possess the ability to function independently and collaborate effectively on a team.

Requirements

Graduation from High School or a GED equivalent is required.
Requires participation in the HR GED Program and successful completion of the Arizona state certified exam in order to continue employment with SRPMIC.
At least one (1) year work experience installing and supporting desktop computers and related operating systems, software and peripherals in a government or enterprise environment is required.
CompTIA A+ Certification is required.
HDI Certified Desktop Technician or the ability to achieve HDI certification within 6 months of hire is required.
Dell hardware certification or the ability to achieve Dell certification within 6 months of hire is required.
Working knowledge of Microsoft Windows OS (Windows 7 and 10), Office (2013 and 2016), anti-virus and other desktop software and tools.
Working Knowledge of Apple macOS and IOS hardware and operating systems.
Working knowledge of configuring and troubleshooting Windows and Apple based desktop computers, laptop computers, printers, mobile devices, and other related hardware.
Basic working knowledge of Microsoft Active Directory Services and Group Policy.
Basic knowledge of networking concepts.
Skill with excellent verbal and written communications.
Skill with Service Desk policy and procedures.
Ability to provide excellent customer service, always keeping the customer in mind in anything you do.
Ability to critically think, triage/diagnose and troubleshoot problems in a timely fashion.
Ability to manage and prioritize time on a daily basis to accomplish tasks and projects.
Ability to keep up with the changing trends in the Desktop and IT industry.
Ability to develop and maintain positive and effective working relationships with all levels in the department and Community.
Ability to communicate with customers and keep them informed on the status of projects and requests.
Ability to create, maintain and share process documentation.
Ability to interact with computer users at all levels of staff and provide one-on-one instruction.
Ability to lift and carry computer equipment; approximately 45 lbs.

Nice To Haves

An Associate’s Degree from an accredited college or university in Information Systems, Management of Information Systems, Computer Science, Software Engineering or related discipline is highly preferred but not required.
Apple Certified Support Professional Certification
One (1) Year of JAMF Administration
One (1) year of telephone based, technology related customer support.
Enterprise desktop management system such as Microsoft System Center Configuration Manager, JAMF, Altiris, CA, LAN Desk.
Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
Installation, configuration and troubleshooting of network multifunction devices.

Responsibilities

Provides support exclusively from their desk via phone calls, email, instant messaging and remote tools.
Triages calls as quickly as possible, striving for and providing first call resolution and escalating to Desk Side Support as necessary.
Logs in and out of the Cisco UCCX phone system to answer and track calls.
Follows phone scripts to provide consistent user experience to customers.
Multitasks to answer emails while taking phone calls in parallel, all while maintaining a high level of customer service.
Travels to customer locations to perform troubleshooting and issue resolution.
Works tickets that are escalated from Phone Support.
Actively participates as a resource on IT projects such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.
Provides IT support for Community or Government events as needed. May require work during non-business hours.
Acts as liaison with, and provides training and support to, customers on equipment operation and other technical issues relating to hardware, software, and networks.
Provide exemplary customer service for basic to intermediate level (Tier 1 and 2) desktop support including, but not limited to, configuration and troubleshooting for computers, mobile devices, peripherals, Windows and Macintosh operating systems, business application software and other related hardware.
Creates tickets for all incidents and service requests regardless of medium requested.
Maintains ownership of tickets and assignments through resolution, provides timely feedback on progress to the customer and fully documents all activities and tasks in the ticket.
Reviews escalated tickets for call backs, providing documentation with detailed notes.
Prioritize daily workload to ensure tickets are updated and assignments are completed within Service Level Agreements.
Fulfills customer requests for password resets, hardware replacement and PC loaner equipment, as well as supports the efforts associated with moves, adds, changes and relocation requests.
Researches and analyzes issues, determines underlying causes and provides solutions for routine technical issues.
Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.
Follows established asset management guidelines and procedures.
Uses desktop tools to query, update and track computers and ensures that all SRPMIC assets are properly tracked thru their lifecycle.
Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues.
Performs a variety of ad hoc special projects as assigned by the Service Desk Supervisor.
Performs other IT job related tasks or assignments as needed assigned by the Service Desk Supervisor, Assistant IT Director (Infrastructure & Operations) or IT Director/CIO to support customers and the Community.