Desktop Specialist II01/20/2023 ● Scottsdale, Arizona ● Direct Hire
Job Title: Desktop Specialist II
Location: Scottsdale, AZ
This position is primarily responsible for providing phone support for the COMPANY Government and the River People Health Center (RPHC). To accommodate the hours of operation of the Health Center, this position will have a work schedule that will involve evening and weekend hours.
The Desktop Specialist II will performs moderate to highly complex configuration, administration and maintenance duties for COMPANY desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment. This job class is treated as FLSA Non-Exempt
Examples of Tasks
1. Job Assignments: A Desktop Specialist II can be assigned to one or more job assignments as needed to maintain alignment with the IT related needs of customers and the Community.
- Phone Support: This assignment provides desk-based support to customers via phone calls, email, instant messaging and remote tools. Triages calls as quickly as possible while striving for, and providing, first call resolution and escalating to Desk Side Support as necessary. Must have the patience and willingness to assist customers with problem troubleshooting and resolution over the telephone.
- Logs in and out of the Cisco UCCX phone system to answer and track calls.
- Follows phone scripts to provide consist user experience to customers.
- Multitasks to answer emails while taking phone calls in parallel, all while maintaining a high level of customer service.
- Desk Side Support: Travels to customer locations to perform troubleshooting and issue resolution. Works tickets that are escalated from Phone Support.
- Assists less experienced Desktop Services staff with problem resolution and ensures that appropriate escalation procedures are followed. Provides related training as required.
- Coordinates resolution of PC-related issues with other IT divisions. Communicates information related to support processes or procedures to Level I support staff.
- Takes ownership of priority 1 and priority 2 problems that impact the entire organization or department and performs root cause analysis.
- Project Support: Actively participates as a resource on IT projects and may be called on to lead efforts, such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.
2. Hardware/Software Installation, Configuration and Troubleshooting: Provides moderate to highly complex desktop support including configuration and troubleshooting services for computers, mobile phones, Windows operating systems, application software and other related hardware and software.
- Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.
- Installs, configures, troubleshoots and repairs desktop computers, laptop computers, printers and other peripherals. Coordinates any third-party vendor repair, installation or deployment services as necessary.
- Works with Desktop Services management to analyze, develop, modify and maintain Desktop Services procedures to ensure consistency with current environment.
- Creates, documents and performs Quality Assurance (“QA”) testing of departmental computer configurations.
- Assists assigned Project Managers in planning and execution of complex technology rollouts.
3. Mentorship & Training: Mentors Desktop Specialist I and IT Technicians to attain the necessary technical and customer service skills.
- Mentors COMPANY staff and customers on Desktop Services processes and protocols.
- Provides training as needed to COMPANY IT staff and on the use of desktop tools, products, and procedures.
4. System Administration: Performs administration tasks and takes ownership of various desktop systems and tools (asset management, desktop administration, anti-virus, Service Desk ticketing system, etc.).
5. IT Asset Management: Follows established asset management guidelines and procedures.
- Uses desktop tools to query, update and track COMPANY computers and ensures that all COMPANY assets are properly tracked and disposed of.
- Performs periodic audits of assets and is responsible for asset inventory accuracy.
6. Community/Government Events: Provides IT support for Community or Government events as needed. May require work during non-business hours.
- This includes, but is not limited to, weekly Tribal Council Meetings.
7. Knowledge Management System: Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues.
8. Special Projects: Performs a variety of ad hoc special projects as assigned by the IT management staff.
9. Miscellaneous: Performs other IT job related tasks or assignments as needed assigned by the Service Desk Supervisor, Service Desk Manager, Assistant IT Director (Infrastructure & Operations) or IT Director/CIO to support customers and the Community.
Knowledge, Skills, Abilities and Other Characteristics:
- Knowledge of the history, culture, laws, customs and traditions of the COMPANY.
- Expert knowledge of Microsoft Windows OS (Windows 7 and 8), Office (2010 and 2013), anti-virus and other desktop software and tools.
- Expert knowledge of configuring and troubleshooting desktop computers, laptop computers, printers, and other related hardware.
- Knowledge of Microsoft Active Directory Services and Group Policy.
- Knowledge of networking concepts, protocols and products.
- Knowledge of Microsoft Solutions Framework or other project management methodology.
- Knowledge and understanding of ITIL concepts.
- Skill with Service Desk procedures and problem resolution.
- Skill resolving software installation problems.
- Skill with verbal and written communication.
- Ability to provide excellent customer service, always keeping the customer in mind in all actions.
- Ability to critically think, triage/diagnose and troubleshoot problems in a timely fashion.
- Ability to manage and prioritize time on a daily basis to accomplish tasks and projects.
- Ability to communicate with customers and keep them informed on the status of projects and requests.
- Ability to create, maintain and share process documentation.
- Ability to interact with computer users at all levels of staff and provide one-on-one instruction.
- Ability to provide leadership mentoring and direction to other Desktop Services staff.
- Ability to keep up with the changing trends in the Desktop and IT industry.
- Ability to develop and maintain positive and effective working relationships with all levels in the department and Community.
- Ability to lift and carry computer equipment; approximately 45 lbs.
Education: Graduation from High School or a GED equivalent is required.
- For enrolled Community members without a GED, must obtain a GED. Requires participation in the HR GED Program and successful completion of the Arizona state certified exam in order to continue employment with COMPANY.
- A Bachelor’s degree from an accredited college or university in Information Systems, Management of Information Systems, Computer Science, Software Engineering or related discipline is preferred but not required.
Experience: At least four (4) year work experience installing and supporting desktop computers and related operating systems, software and peripherals in a government or enterprise environment is required.
The following experience is required:
- CompTIA A+ Certification.
- CompTIA N+ Certification.
- Current Windows Operating System Certification or the ability to achieve Windows Operating System Certification within 6 months of hire.
- HDI Certified Desktop Technician or the ability to achieve HDI certification within 6 months of hire.
- Dell hardware certification or the ability to achieve Dell certification within 6 months of hire.
- Enterprise desktop management system such as Microsoft System Center Configuration Manager, Altiris, CA, LAN Desk.
- Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
- Desktop imaging and deployment tools such as Microsoft System Center Configuration Manager, Ghost Enterprise or LAN Desk.
- Installation, configuration and troubleshooting of network multifunction devices.
The following experience is preferred:
- One (1) year of telephone based, technology related customer support.
Equivalency: Equivalent combinations of education and experience that will allow the applicant to satisfactorily perform the duties of the job may be considered.
- Will be required to work evenings and weekends.
- Participates in on-call rotation providing 24×7 support. Responds to phone calls and emails and documents all tickets during assigned on-call period.
- May be required to complete a Salt River Police Department (SRPD) background check and polygraph examination.
- May be required to receive and maintain a Salt River Pima-Maricopa Indian Community, Community Regulatory License and State Certification (ADOG).
- All applicants applying for, jobs will be subject to Pre-Employment Drug Test and extensive Fingerprint and Background Check.
- In addition, all employees providing services to a campus with children will be subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”
- Must possess and maintain a valid Arizona Driver’s License.
Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check. Employees are subject to random drug and alcohol testing.
COMPANY is a mandatory covid vaccine employer. All employees are required to be fully vaccinated as a condition of employment.
“COMPANY is an Equal Opportunity/Affirmative Action Employer” Preference will be given to a qualified Community Member, then a qualified Native American and then other qualified candidate.