Location: Poughkeepsie,NY, USA
JOB DESCRIPTION
JOB TITLE: Desktop Support Specialist II
DEPARTMENT/DIVISION: Information Technology
STATUS: Full Time, Exempt
REPORTS TO: CIO
POSITION SUMMARY:
The Desktop Support Specialist II ensures that end-users receive efficient and effective IT support. Responsible for helping with projects and day-to-day operations. Responsible for a high level of computer hardware / software technical support services throughout all facilities and business associates.
DUTIES AND RESPONSIBILITIES
* Incident management: Monitoring incidents and servicing end user needs.
* Perform activities related to endpoint support of technology.
* Optimize the utilization of endpoint systems.
* Communicate effectively with department, organization, and external entities. Must possess excellent interpersonal skills, which includes communication (both written and verbal)
* Deliver timely and high-quality problem resolution and escalation services. Provide solutions for users.
* Supports project initiatives with a team centric approach.
* Request fulfillment: Providing client support for hardware, software, and network services.
* Provisioning: Assisting with the implementation, and maintenance of desktop environments.
* Maintenance: Coordinating and scheduling vendors and maintenance providers.
* Break/fix management: Troubleshooting IT hardware and software issues.
* SLA: Managing work to established service levels.
* Team collaboration: Support a team culture to improve performance, associated metrics, and identifying training needs.
* Project: Support organizational projects and tasks.
* Vendor relationships: Work with existing vendor relationships in support of end user needs.
* Escalated incidents: Handling escalated incidents.
* Strong analytical and technical aptitude.
* Strong organizational, time management, and problem-solving skills.
EDUCATION & EXPERIENCE
* College or technical school graduate, or similar direct appropriate work experience, or an appropriate combination of education, certification, and experience in a related field from an institution.
* Minimum of (2-3) years of progressive computer hardware /software experience with direct work experience.
* Industry certifications are a plus.
* Strong Microsoft desktop OS and endpoint management experience required.
* Knowledge of Microsoft O365 is a plus.
* Knowledge of endpoint management tools such as Intune is a plus.
* Fundamental understanding of network and server technology concepts and services.
* Fundamental understanding of IP addressing, subnetting and VLAN concepts.
* Scripting and automation knowledge is a plus.
QUALIFICATIONS & REQUIREMENTS
* Inter-office travel mandatory
* Work environment may be occasionally hectic and stressful.
* Heavy telephone contact and heavy support ticket documentation
* Heavy technology research and self-learning.
* Team based knowledge sharing environment.
* May occasionally be required to lift up to 50 lbs.
* Required to maintain department cleanliness in support and inventory areas.
* Required to assist in inventory management.
* After hour and weekend support required during projects and support issues.
* Mandatory On call rotation.
* Flexible in work assignments.
Premier Medical Group is an Equal Opportunity Employer