The Desktop Support Specialist (DSS) will provide support and maintenance within the organization’s IT environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware/software and equipment, troubleshooting problem areas and providing end-user assistance where required, escalating issues when considered appropriate and necessary to maintain service level agreement (SLA) expectations, and maintaining user access in Active Directory (AD), Office365, and other systems as needed. In this role, you will report to the IT Systems Manager.
Duties/Responsibilities:
Provides excellent internal and external customer service by exhibiting the aptitude and desire to respond quickly, drill-down and find root causes, and follow-through with solutions to minimize disruption in user productivity
Act as the main point of contact for resolving all IT software, hardware, and network connectivity issues
Level 2 technical support related to issues with desktops, laptops, thin clients, multi-function printers, smart phones and devices including Apple iPhones, Apple iPads, Samsung Galaxy tablets
Manage and maintain IT asset inventory and software licensing, and work with management to ensure that systems and software are accurately recorded, tracked, and retired as necessary
Research relevant technology trends and provide guided recommendations for cost-effective solutions that provide the organization with a competitive advantage and increased productivity
Coordinate system upgrades, maintain optimal performance and routine testing of system fail over, as well as ensuring appropriate levels of system redundancy are maintained
Attains goals as set forth in annual performance evaluation
Consistently meets deadlines for assigned projects
Performs regularly scheduled on-call duties as required
Performs all other duties and projects as assigned
Required Skills/Abilities/Knowledge:
Demonstrated commitment to providing exceptional level of service
Exceptional written and verbal communication skills are required, with demonstrated ability to communicate effectively with varied audiences in a highly collaborative environment
Strong organizational, communication, time management, and analytical skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Ability to present with clarity, confidence and poise
Proven critical thinking and problem-solving abilities, including resolving complex problems requiring innovative solutions
Effective multi-tasking and prioritization skills with a sense of urgency
Ability to conduct research into hardware and software issues and products
Must be detail oriented and self-motivated
Proficiency with various software programs including Microsoft Office products (e.g. Excel, Word, PowerPoint, Outlook) is required
Knowledge of HIPAA security practices (preferred)
Ability to maintain a high level of confidentiality is required
Working knowledge of PCs, iOS and Android devices
Ability to install, diagnose, test, and repair PC hardware, software, devices, and printers
Skilled in hardware installation, upgrading, and troubleshooting with the ability to quickly and efficiently assist end-users
Demonstrated hands-on software and hardware troubleshooting experience
Strong documentation skills required
General understanding of network principals
Ability to lift or transport reasonably heavy objects, such as computers, equipment and supplies
Perform related duties consistent with the scope and intent of the position
Education/Experience/Licenses/Certifications:
BA in Business required OR experience with 4-6 years in IT Support or Helpdesk role; healthcare experience (preferred)
Physical Requirements:“You are not required to disclose information about physical or mental limitations that you believe will not interfere with your ability to do the job. However, you should disclose any physical or mental impairment for which special arrangements or accommodations are needed to enable you to perform the essential functions of the job. Your description of any impairment and suggestions for reasonable accommodations will be considered in providing reasonable accommodations.”
Requires the ability to write, dictate or use a keyboard to communicate directives.
Utilizes proper body mechanics in multiple environments.
Requires the ability to function in multiple environments.
FLSA Status: Non-Exempt
EEO Status: Administrative Support Workers
Medical, Dental, and Vision Insurance
Paid Time Off and Paid Sick Time
401(k)
Referral Program
Pay Range: $22.00 - $24.00 / hour
Team Select Home Care reserves the right to change the above job description and qualifications without notice. Team Select Home Care will not discriminate against you on the basis of race, color, religion, national origin, sex, sexual preference, disability, political belief, veteran status, age, or any other status protected by law. Team Select Home Care is an employment-at-will employer.