Desktop Support I

Shriners Hospitals for Children•Tampa, FL

2d•Hybrid

About The Position

The Desktop Support I provides technical support to Shriners Children’s users, executive leadership, Imperial Board members, Board of Governors, and affiliated vendors. Support is delivered by email, telephone, remote connection, and deskside assistance. The role supports multiple computing devices, Active Directory Users and Computers and infrastructure components, Windows servers, services and applications, mobile devices, and IP phones. It resolves reported problems, installs hardware and software, and provides general IT support, including license tracking and PC and server maintenance, upgrades, and configurations. 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 role may also involve overnight stays to provide audiovisual support for special events and meetings at onsite and remote locations.

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 image 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.
Strong problem-solving aptitude and ability to provide clear, detailed instructions.
Ability to collaborate and communicate with technical and nontechnical departments.
Ability to work independently and as part of a team while prioritizing multiple requests.
Ability to provide support through email, telephone, remote connection, and deskside assistance.

Nice To Haves

Bachelor’s degree or equivalent experience or 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 managing and tracking hardware assets and 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 back-out instructions.
Participate in the audiovisual support rotation for special events and meetings, both onsite and at remote locations; overnight stays may be required.
Support meeting requests, including training sessions, presentations, videoconferences, and audio-conference bridge communications.
Document work performed and results as necessary.
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 procedures for oversight and modification of system configurations, 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 device connectivity issues involving wired, wireless, and remote VPN connections.
Perform administrative tasks and manage computers in Active Directory Users and Computers.
Perform other duties as assigned to support efficient and effective work-unit functioning.
Work with technical staff to provide timely responses and resolutions to end users.
Protect the confidentiality of data processed, stored, or accessed by the network.
Review or evaluate new and existing products or software as assigned.
Provide clear, detailed ticket-closure comments for customers.
Coordinate with other IS departments to ensure systems are available and functioning for daily work and special events.
Respond to service tickets, update and resolve them, and adjust schedules according to customer priorities and assigned tickets.
Orient and train users in hardware and software use as needed.
Record support activities, progress, actions, and task status in the SHC ticketing system, meeting departmental service-level targets for ticket response and resolution.
Assist with onboarding and offboarding users.
Monitor and respond promptly to VIP requests received through the ticketing system or direct mobile support line.
Provide end-user consulting, installation, support, training, and troubleshooting with effective face-to-face, telephone, internet, and email customer service.
Escalate problems and issues to functional support teams, including issues involving response or repair times, unavailable parts, or other barriers to customer satisfaction.
Participate in the 24-hour emergency-line and after-hours on-call rotations.