Desktop Support Specialist

Position Overview

Mon-Friday - Daytime hours with on-call rotation. 
Hourly pay benefits & PTO ($20-26/hr commensurate with experience).
*Potential travel to other sites in the region
*Reliable Vehicle, Valid, clean driver's license required (Mileage reimbursed for site-to-site travel).

As a Desktop Support Specialist, you will be responsible for providing technical support for hardware and software issues as related to desktop technology within the field of patient care.  This person will provide excellent customer service with a friendly and attentive attitude while handling multiple requests spanning a variety of technologies. The Desktop Support Technician will also upgrade, install and support all necessary hardware and software.   

Key Responsibilities 

The Desktop Support Specialist, will perform the following tasks:

• Deskside support of incidents and service requests:
  
  • Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and provide repair action for incidents.
  • Install, configure and support new hardware and software for service requests.
  • Document resolution to desktop issues, propose solutions to root cause problems.
  • Maintain hardware and software inventories.
  • Assist with project-based work as needed and as directed by leadership.
• Respond to incidents by phone or email customer in a timely manner. Additionally, provide written receipt of Incident and convey the expected technician arrival time.
• Update customers online ITSM (ServiceNow) ticketing system, inventory/asset management systems as required, and complete appropriate paperwork for customer acceptance.
• Support contract SLAs and manage workload to meet those SLAs.
• Demonstrate a high level of professionalism, interpersonal skills and team-oriented attitude.
• Demonstrate active listening skills with ability to act with sensitivity and empathize with customer's situation.    
• Demonstrate compassion in a patient care environment in support of overall service provided to the customer.
• Document resolutions to desktop issues and propose solutions to root cause problems.
• Provide support for L2 & L3 issues. Learn and become knowledgeable of customer products and
• May be responsible for resolving more complex supports requests depending on experience.
• May provide coaching and mentorship to new team member overtime.

We are seeking candidates with the following experience and skills

EDUCATION:

• Bachelor’s Degree preferred. Minimum of an Associate’s Degree or equivalent HS Diploma and at least 1 -2 year of experience with PC systems, related peripherals, common software programs and Operating Systems.

REQUIREMENTS/EXPERIENCE

• Strong PC hardware diagnostics skills. HP PC HW certified a plus.
• Highly skilled in the Break/fix solutions - (mainly HP).
• Strong knowledge of Windows 10, MS office suite & 0365
• Knowledge of Mac OS/Apple iOS.
• Some experience with Active Directory
• Well versed in remote take over tools in support of PCs, Network Printers as well as remote connectivity via VPN.
• Virus /Malware eradication skills through normal tools sets.
• Experience setting up printers, monitors and IT cabling.
• Ability to document processes and procedures.
• Independent and trustworthy
• Superior customer service and interpersonal skills
• Excellent oral and written communication skills.
• Candidate must be flexible to work staggered shifts, possible weekend coverage at times, and On Call hours (24x7).
• Ability to lift 50 lbs.
• Ability to move/transport equipment from building-to-building.

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Zones nfrastructure offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own team. Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, a 401(k) plan with matching provision, paid time off, and much more. And as a Minority Business Enterprise, a Corporate Plus member of the Northwest Minority Supplier Development Council, and an Equal Employment Opportunity Employer, our community is just as diverse.

At Zones, work is more than a job – it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!