Desktop Support I

Shriners Children's•Tampa, FL

4d•Hybrid

About The Position

The Desktop Support I provides technical support to Shriners Children’s users, executive leadership, board members, and affiliated vendors. Support is delivered by email, telephone, remote connection, and at users’ desksides. The role resolves end-user requests and incidents, installs and maintains hardware and software, and provides general IT support. It supports computing devices, Active Directory, Windows servers, services and applications, mobile devices, IP phones, and related systems. The position requires problem-solving ability, clear communication, collaboration with technical and nontechnical departments, and the ability to work independently and as part of a team while prioritizing multiple requests. This is a hybrid position based at the Corporate Headquarters in Tampa, Florida, with four days onsite and one day remote each week. The Desktop Support I participates in a 24-hour IT emergency-line rotation and an after-hours on-call rotation. The position may also support audiovisual needs for special events and meetings at onsite and remote locations; overnight stays may be required.

Requirements

Technical field of study and 1–3+ years of IT experience.
Knowledge of TCP/IP routing and troubleshooting techniques.
Experience with desktop operating systems, including Microsoft and Mac OS X.
Working knowledge of troubleshooting wireless-attached devices in an enterprise environment.
Working knowledge of a range of diagnostic utilities.
High-level understanding of project management.
Knowledge and experience with Windows OS imaging solutions and PXE environments.
Knowledge and ability to create automated software packages and installation options.
Working knowledge of scripting and PowerShell commands.
Working knowledge of Microsoft Windows client operating systems and software packages, including Microsoft Office and Adobe Acrobat.
Excellent IT skills and computer literacy.
High school diploma or GED.

Nice To Haves

Bachelor’s degree or equivalent experience/certifications.
Information Technology certification such as A+, MCP, MCSE, or comparable technical certification.

Responsibilities

Identify and document processes and procedures in the knowledgebase.
Maintain system documentation, reports, business correspondence, user instructions, and procedure manuals.
Coordinate and participate in desktop-environment process improvements.
Create documentation and training guides for team processes.
Assist with management and tracking of hardware assets, software licensing, installation, and compliance.
Record daily data communication transactions, issues, remedial actions, and installation activities.
Update managers and users on status through voicemail, email, and in-person communication.
Document procedures, standards, best-practice configurations, settings, installation sequences, and rollback instructions.
Participate in the audiovisual-support rotation for special events and meetings, onsite and at remote locations; overnight stays may be required.
Support meeting requests, including training sessions, presentations, video conferences, and audio-conference bridge communications.
Document work performed and its results as needed.
Deploy and maintain hardware devices, including computers, servers, printers, network components, mobile devices, and accessories.
Deploy and maintain Windows operating systems, applications, utility software, clinical and business productivity programs, and internal and third-party applications.
Follow established processes for configuration oversight and changes, utilities, software updates and patch levels, and hardware settings.
Perform workstation hardware refreshes and software upgrades as required.
Deploy and support approved Windows operating systems and Microsoft Office products.
Deploy and maintain approved mobile devices and mobile-device-management infrastructure, including device procurement and lifecycle management.
Troubleshoot wired, wireless, and remote VPN device-connectivity issues.
Perform administrative tasks and manage computers in Active Directory Users and Computers.
Perform other duties as assigned to ensure efficient and effective functioning of the work unit.
Work with technical staff to provide timely responses and resolve end-user problems.
Protect the confidentiality of data processed, stored, or accessed by the network.
Review or evaluate new or existing products and software as assigned.
Provide clear, detailed ticket-closure comments for customers.
Coordinate with other Information Systems departments to ensure systems are accounted for, available, and functioning for daily work and special events.
Respond to service tickets, update and resolve them, and adapt to adjusted schedules based on customer priorities and team assignments.
Orient and train users in hardware and software use when needed.
Record support activities, progress, actions, and status in the SHC ticketing system and meet department service-level targets for ticket response and resolution.
Assist with onboarding and offboarding users.
Monitor and respond promptly and effectively to VIP requests submitted through the ticketing system or direct mobile support line.
Provide customer service through consulting, installation, support, training, and troubleshooting, using effective face-to-face, telephone, internet, and email skills, and demonstrating reliability, timeliness, and effectiveness.
Escalate problems and issues to functional support teams, including matters involving response or repair delays, parts availability, or other obstacles.
Participate in the 24-hour emergency-line and after-hours on-call rotations.