Desktop Support Specialist II (Hybrid)

Company Overview

Shriners Children’s is a family that respects, supports, and values each other. We are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience defines us as leaders in pediatric specialty care for our children and their families.

Job Overview

Shriners Children's is the premier pediatric burn, orthopaedic, spinal cord injury, cleft lip and palate, and pediatric subspecialties medical center.  We have an opportunity for a Desktop Support Specialist II at our Headquarters location.  This is a hybrid work position, and has weekly on-call rotation that occurs once every four weeks.

The Desktop Support Specialist II will provide technical support for Shriners Children's users, Executive Leadership, Imperials Board members, Board of Governors, and affiliated vendors. The support specialist will provided assistance to end user request and incidents via email, telephone, remote connection, and at the user’s deskside. The Desktop Support Specialist II 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 position requires the ability to work independently and as part of a team while prioritizing multiple request. The position 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.

Responsibilities

Position Responsibilities:

• Escalated Support - 30%
• User Support - 20%
• Hardware/Application Support - 20%
• Performance Management - 10%
• Administration/Documentation - 10%
• Event Support - 10%
• Escalated Support - 30%

Qualifications

Experience Required/Preferred:

• 3 years of IT experience required
• Experience with MS OS and Mac OS X required
• Experience working with Win OS image solutions and PXE environment required

Education Reqiured/Preferred:

• High School Degree/GED required
• Bachelor's Computer Science preferred

Knowledge, Skills & Abilities:

• Knowledge with TCP/IP, routing and troubleshooting techniques.
• Working knowledge of troubleshooting wireless attached devices in an enterprise environment.
• Working knowledge of a range of diagnostic utilities.
• High-level understanding of project management.
• Knowledge and ability to create automated software packages and installation options.