Desktop Support Specialist About Company Samaritan Ministries is a Biblical solution to health care. It is not insurance. We deliver authentic, compassionate, and personal service in the name of Christ to enable and inspire members to provide for one another's medical needs through prayer, encouragement, and financial support. From demonstrating Christ-centered compassion to modeling best practices in health care sharing, Samaritan Ministries is committed to keeping Jesus at the center of everything we do. The way we interact with our colleagues and engage with our members is a testament that we are ultimately serving Christ and His Kingdom. Summary To serve the members of Samaritan Ministries by providing customer support for computer hardware, software, endpoint devices, network, and other related technologies, as an essential part of the work of SMI. Competencies
- Infrastructure
- IT Support Troubleshooting
- Attention to Detail
- Planning and Organizing
- Telecommunications Network
- Fostering Communication
- Collaborating with Others
- Acting with Integrity, Empathy, and Compassion
- Neighbor Focus
- Pursuing Excellence
- Problem Solving
Key Responsibilities
- Working with Service Desk specialists, fellow Desktop Support Specialists, IT Operations team, Development Streams, outside entities, and other business entities to provide exceptional IT service for SMI staff and members
- Assuming primary responsibility for the deployment, availability, reliability, maintenance on all endpoints and peripherals (desktops, laptops, tablets, phones, printers, etc.)
- Performing at-desk support for employees as necessary while maintaining professionalism and customer focus
- Establish acceptable workarounds until resolution is obtained for endpoint incidents
- Escalating and coordinate service requests with internal and external IT teams
- Managing various IT services being delivered to staff included in the Service Catalog such as: Mobile Device Management, Office Software, Cloud-based services, and On-Premises services
- Maintaining audio/visual and conference room technologies
- Adhering to security policies and standards
- Assisting with endpoint procurement as required
- Managing IT inventory
- Keeping a clean workspace and work environment
- Adhering to Desktop Support standard policies and procedures
- Provide technical support to the operations team to troubleshoot and diagnose networking issues
Qualifications and Experience
- Recommended Prerequisites: EC Council Certified Secure Computer User Certification, CompTIA IT Fundamentals Certification, CompTIA A+ Training Course, ITIL Foundations
- Active Directory administration
- Networking fundamentals
- Microsoft Enterprise mobility and mobile device management
- Managing Microsoft networks
- Computer Maintenance fundamentals
- Modern Windows deployment, Configuration, and management
- End-user computing (EUC) Tools (Intermediate)
- Microsoft Office Suite (Intermediate)
- Microsoft Windows Operation Systems (Intermediate)
Additional Information
- Office location: Samaritan Ministries Dallas Regional Office
- Tasks are normally conducted in a regular office environment, requiring use of computer and mouse and other standard office equipment. Staff usually remain in a stationary position, often standing or sitting for prolonged periods.
- Staff will observe safety principles while performing the duties of the position
- Staff will be required to travel and have a valid driver's license.
- May need to lift and move items up to 35 lbs on occasion
- Disclaimer: This job description is intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel in the classification. Work hours may be irregular including performing duties on evenings or weekends.
- This position requires an active commitment to the mission and values of SMI. In the course of performing job duties, the employee will act in a manner that is Christ-honoring as well as Christ-like, demonstrating a personal Christian faith and witness in all interpersonal interactions.