Specialist, IT Desktop Support

ICU Medical•Salt Lake City, UT

23h•Onsite

About The Position

Position Summary As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2 nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing. Essential Duties & Responsibilities Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk) Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software Uphold and implement security standards in compliance with IT Security department Manage support interactions through the IT Service Management System Support users by writing and maintaining documentation that help to answer questions and resolve problems Assist Management in gathering information and creating processes, procedures, and policies Gather information for status reports on progress of projects, open items, and issues Follow the established standards for documenting projects, configurations, and standard operating procedures Perform all job related responsibilities with minimal management direction and guidance Work within the defined Incident, Request, Asset, and Change Management processes Responsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes Monitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems Participate in strategic initiatives by performing technical and process project activities Engage with audit and follow audit guidelines as requested Provide 24/7 on-site support as required Work on special assignments as they arise

Requirements

3+ years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile computers)
Strong written and verbal communication skills
Experience administratively supporting Microsoft Windows (Desktop and Server)
Experience with Microsoft Office suite (Outlook, Visio, Excel, and etc.)
Experience with network switching technology (VLAN, TCP/IP, DHCP, and etc.)
Experience with diagnosing and troubleshooting software and hardware issues
Able to lift 50 lbs
Self-starter/Ability to work independently
Enthusiastic about technology
Strong customer service skills
Able to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneously
Knowledge of the ITIL disciplines
High school diploma is required
Minimum 3 years of experience in a Service Desk or Desktop support environment
Must be 18 years of age

Nice To Haves

Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is preferred

Responsibilities

Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk)
Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards
Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software
Uphold and implement security standards in compliance with IT Security department
Manage support interactions through the IT Service Management System
Support users by writing and maintaining documentation that help to answer questions and resolve problems
Assist Management in gathering information and creating processes, procedures, and policies
Gather information for status reports on progress of projects, open items, and issues
Follow the established standards for documenting projects, configurations, and standard operating procedures
Perform all job related responsibilities with minimal management direction and guidance
Work within the defined Incident, Request, Asset, and Change Management processes
Responsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedures
Work to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtimes
Monitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT systems
Participate in strategic initiatives by performing technical and process project activities
Engage with audit and follow audit guidelines as requested
Provide 24/7 on-site support as required
Work on special assignments as they arise