Desktop Support Specialist

Spartanburg Regional Healthcare System•Spartanburg, SC

About The Position

Responsible for day-to-day support of the desktop and wireless laptop computing environment, including installation, maintenance, and support of desktop hardware and software in accordance with departmental standards and procedures. The position assists with hardware and operating system installation and upgrades, software installation and upgrades, malware removal, and other desktop projects. It installs, moves, and configures hardware components and peripherals, and analyzes, diagnoses, and resolves client-device and network problems for end users. The role complies with SRHS and IT policies and procedures. The specialist supports IT equipment and applications across local and remote sites, works in a call center and team environment, handles ticketing and troubleshooting, and participates in project planning, implementation, go-live activities, and follow-up. Scheduled after-hours and daily on-call support may be required for medical center information services operations.

Requirements

High school diploma.
At least 2 years of experience deploying, supporting, and troubleshooting PC-related equipment, including desktop PCs, laptops, peripherals, and printers; alternatively, an Associate or Bachelor's degree in Computer Science or a related field is accepted.
Experience deploying, supporting, and troubleshooting PC-based applications, including Microsoft Windows, Microsoft Office, shrink-wrapped applications, and internal applications; alternatively, an Associate or Bachelor's degree in Computer Science or a related field is accepted.
Experience deploying, supporting, and troubleshooting wireless devices, including smart mobile devices; alternatively, an Associate or Bachelor's degree in Computer Science or a related field is accepted.

Nice To Haves

Trade school or Associate degree in Computer Training.
3 or more years of desktop support experience.
Microsoft Certified IT Professional (MCITP).

Responsibilities

Answer, evaluate, and prioritize incoming incident and change tickets involving hardware, software, networking, and other computer-related technologies.
Recognize, research, isolate, resolve, and follow up on routine user problems; refer more complex problems to Desktop Specialist II according to the Desktop Services SOP for ticket escalations.
Log and track client issues in the problem management database and maintain historical records and related problem documentation.
Assist with internal IT equipment moves and changes and coordinate moves with the IT Project Coordinator.
Image and condition IT equipment.
Provide scheduled after-hours on-call assistance for priority incidents and problems.
Assess the need for and implement computer performance upgrades, including replacing hard drives and memory.
Install, remove, and relocate hardware equipment at local and remote sites.
Uphold relevant enterprise policies to ensure compatibility.
Work on multiple projects as a team leader and team member.
Participate in daily, including evening, on-call support for medical center information services operations.
Work in a call center environment to resolve, create, and assign trouble tickets.
Participate in project plan development and monitor project milestones.
Participate in design and validation sessions and ensure appropriate documentation, follow-up, and issue escalation.
Troubleshoot problems identified by team members and end users.
Escalate issues and risks to project leadership.
Participate in planning and execution of application go-live and post-live activities.
Perform other duties as assigned.