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Desktop Support II in Tampa, FL at SNI Technology

Date Posted: 10/2/2019

Job Snapshot

Job Description

The Desktop Support Specialist II will provide technical support for internal users, Executive Leadership, Board members, Board of Governors, and affiliated vendors. The Desktop Support Specialist II will provide assistance to end user request and incidents via email, telephone, remote connection, and at the user's desk side. The Desktop Support Specialist must have a strong problem-solving aptitude along with the ability to give clear and detail instructions. The Desktop Support Specialist II must possess the ability to collaborate and communicate with technical and non-technical departments across the organization for incident resolution and task request. The person in this role must exhibit the ability to work independently and as part of a team while prioritizing multiple request, and will provide support for multiple computing devices, Active Directory Users and Computers, Active Directory infrastructure components, Windows servers, services and applications, mobile devices, and IP phones. Responsibilities also include resolving customer reported problems, install hardware and software, and provide general IT support services for user reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software). The Desktop Support Specialist II will participate in a 24 hour IT emergency line rotation with other IT staff.
User Support (20%)

  • Responds to service tickets, updates, resolves, and adapts to adjusted service schedules for customer priority and team assigned tickets.
  • Orients and trains users in use of hardware/software when needed.
  • Records all support activities, progress, actions, and status tasks within the ticketing system and ensures that ticket response and resolution meet current department service level targets.
  • Assists with the on-boarding and off boarding (new agreement engagement) of new users.
  • Monitors and responds quickly and effectively to VIP requests received through the ticketing system and/or direct mobile support line.
  • Provides exceptional customer service through consulting, installation, support, training, and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face; telephone skills; internet and email skills; reliability; timeliness and effectiveness.
  • Escalates problems and issues to a functional support teams. This includes service that exceeds response time, repair time, lack of parts, or any other issue, for the purpose of providing excellent customer satisfaction.

Hardware/Application Support (20%)

  • Deploys and maintains hardware devices including computers, servers, printers, network components, mobile devices, and accessories.
  • Deploys and maintains Windows Operating Systems, Applications, Utility Software, Clinical and Business Productivity Programs including internal and 3rd party applications.
  • Follows established processes and procedures for control oversight, modification of system configurations, utilities, software updates and patch levels, and hardware settings.
  • Performs timely workstation hardware refreshes and software upgrades as required as identified.
  • Deploys and supports standard and approved Windows operating systems and Microsoft Office suite products.
  • Deploys and maintains corporate approved mobile devices and mobile device management infrastructure. (Responsibilities include procurement and life cycle management of the devices.)
  • Troubleshoots and diagnoses device connectivity issues related to wire, wireless, and remote VPN connections.
  • Performs administration task and management of computers in Active Directory Users and Computers.
  • Performs other duties as assigned for ensuring the efficient and effective functioning of the work unit.

Performance Management (10%)

  • Works as a team member with other technical staff members, to ensure timely response and problem resolution to end users for the purpose of providing excellent customer service.
  • Ensures all data being processed, stored or accessed by the network maintains confidentiality for the purpose of ensuring secure data.
  • Coordinates and participates in key process improvements as they relate to the desktop environment.
  • Participates in the after-hours "on-call" rotation schedule
  • Performs technical review or evaluations of new or existing products or software as assigned.
  • Provides clear and detailed closure comments for customer review.
  • Coordinates with other IS departments to ensure systems are accounted for, in place and functioning for daily work and special events such as training sessions, presentations and meetings.

Administration / Documentation (10%)

  • Identifies and provides documentation to processes and procedures stored in database.
  • Maintains system documentation, reports, business correspondence, user instructions, and procedure manuals.
  • Coordinates and participates in key process improvements as they relate to the desktop environment.
  • Provides documentation and training guides for team processes.
  • Assists and maintains with the management and tracking of hardware assets and software licensing installation and compliance.
  • Develops records of daily data communication transactions, issues and remedial actions taken or installation activities.
  • Updates status to manager and users through voicemail, email and in-person communication.
  • Documents procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.

Event Support (10%)

  • Participates in rotation on audio visual support assistance for special events and meetings both onsite and at remote locations. (Overnight stay may be required.)
  • Performs support and assistance for meeting request as training sessions, presentations video conference, and establishing and maintaining audio conference bridge communications.
  • Provides documented results of all work performed as necessary.

Escalated Support (30%)

  • Provides sound leadership to the support team and provides clear examples and guidance for accurate and timely support levels. Responsible for overall managing of the team's assigned queue in regards to the distribution of the team's support tickets.
  • Responsible for application oversight to include analysis, design, coding, testing and documentation. Is viewed as the subject matter expert in such processes.
  • Engages in application support and troubleshooting for MS Windows Server(s)
  • Basic understanding of PowerShell and Scripting techniques and creating/maintaining batch files.
  • Deploys and maintains corporate approved applications for workstations management such as Symantec endpoint protection, Altiris, various encryption technologies, MS MDT, Windows Patch management, etc.
  • Responsible for creating, testing, and approving GPO's (Group Policy Objects) for workstation configuration management.
  • Builds, deploys and maintains automatic software installation packages as defined using various applications and technologies.
  • Acts as project technical lead for Desktop technical projects.

The qualified candidate will have experience in the following areas:

  • 3 or more years of IT experience required
  • Experience working with TCP/IP routing and troubleshooting techniques required
  • Experience working with desktop operating systems including MS and Mac OS X required
  • Experience working with troubleshooting wireless attached devises in an enterprise environment required
  • Experience working with Windows OS image solutions and PXE environment

Minimum Education Required/Preferred:

  • High School Degree or GED required
  • At least 1 technical certification required such as A+, MCP, MCSE, etc.
  • Bachelor's Degree with Computer IS field of study preferred

Knowledge, Skills, and Competencies:

  • 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
  • Good understanding of the organization's goals and objectives.
  • High-level understanding of project management.
  • Knowledge and experience working with Windows OS image solutions and PXE environment.
  • Knowledge and ability to create automated software packages and installation options.
  • Working knowledge of scripting and PowerShell commands