Sr. Desktop Specialist - On Site in Scottsdale, AZ
- Category: Software/QA/DBA/etc
- Deadline: 24th July 20232023-07-24T00:00:00-0700
- Arizona
Vacancy expired!
Job Title: Sr. Desktop Specialist# Of openings: 1Start Date: ASAPDuration: PERMANENT Service Desk: Follows established guidelines and expectations, answers calls from end users in a timely and efficient manner. Responds to questions and problems according to established service level agreements or forwards to more experienced staff. Logs questions and problems and records action taken in Service Desk Ticketing System. Hardware/Software Installation, Configuration and Troubleshooting: Provides advanced and Tier III desktop support including configuration and troubleshooting services for computers, mobile phones, Windows operating systems, application software and other related hardware and software. Leadership: Provides leadership and promotes shared responsibility among the team. Supervision: Assists with the routine supervision of assigned Desktop Interns, OJT’s, Technician, and Desktop I & II staff. Mentorship & Training: Mentors Desktop Services Staff to attain the technical and customer service skills necessary to perform independently and attain further career progression goals. 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.). IT Asset Management: Follows established asset management guidelines and procedures. Community/Government Events: Provides IT support for Community or Government events as needed. May require work during non-business hours. Knowledge Management System: Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues. Special Projects: Performs a variety of ad hoc special projects as assigned by the IT management staff. Miscellaneous: Performs other IT job-related tasks or assignments as needed to be assigned by the Desktop Services Manager, Service Desk Supervisor, Assistant IT Director (Infrastructure & Operations) or IT Director/CIO to support customers and the Community. Knowledge, Skills, Abilities and Other Characteristics:
- Location: On Site in Scottsdale, AZ
- Assists level I and level II Desktop Services staff with problem resolution and ensures that appropriate escalation procedures are followed. Provides related training as required.
- Acts as a final level tiered support for service desk staff in resolving end-user issues. Works closely with all IT support personnel and related technical areas to resolve end-user problems.
- Analyzes trends in service desk activity and works closely with Desktop Services Supervisor and Manager to respond to issues and concerns.
- Works with Desktop Services Manager to ensure and provide appropriate training for support staff to effectively perform their job.
- Provides support for VIPs and other high-profile users.
- Takes ownership of high-priority issues that impact the entire organization or department and performs root cause analysis.
- 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.
- Performs all desk-side support functions as needed to support end-user issues. Takes ownership of issues unable to be resolved by IT Technicians or level I or level II Desktop Specialists.
- Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools. Develops and documents standard operating procedures for all such processes.
- Installs, configures, troubleshoots, and repairs desktop computers, laptop computers, printers, and other peripherals—coordinates as necessary any 3rd party vendor repair, installation or deployment services.
- Works with Desktop Services Manager to analyze, develop, modify and maintain Desktop Services procedures to ensure consistency with current environment standards.
- Maintains and applies an in-depth knowledge of CLIENT’S systems, applications and related areas in order to diagnose and resolve end-user problems.
- Reviews all user-submitted requests for computer hardware and software for compliance with CLIENT’S standards. Works with vendors to evaluate new products and develop CLIENT’S hardware and software standards. Maintains and updates the IT Store (internal website of approved hardware).
- Develops and maintains quality assurance process for testing and verifying all images and packages.
- Tests, packages and deploys monthly Microsoft and 3rd party security patches and updates.
- Assumes the role of Desktop Services leadership.
- Leads the effort in the development and enhancement of standards and procedures related to desktop tools, product testing, processes and training.
- Continually seeks to further group empowerment and conflict resolution.
- Functions as a team leader to assist in coordinating work between team members. Organizes and manages interdepartmental activities to ensure quality service delivery.
- Provides project management leadership to the team.
- Personifies leadership and promotes shared responsibility amongst teams.
- Listens and communicates effectively with a diverse group of people.
- Evaluates overall and individual work performance to determine effectiveness in providing quality products and services delivered to customers.
- Champions continuous improvement efforts within the Desktop Services division, Information Technology department, and the Community.
- Prioritizes and coordinates staff workflow and provides training and assistance as needed.
- Prepares input to be given on EPARs for assigned staff that are reviewed and approved by the Desktop Services Manager or Service Desk Supervisor.
- Assist with ticket queue management and distributes tickets to other Desktop staff as appropriate.
- Acts as a single point of contact when Desktop Services Manager or Service Desk Supervisor is unavailable.
- When applicable works with Site Coordinators or Project Managers under the direction of the Desktop Services Management team to complete projects and tasks.
- Mentors CLIENT’S staff, customers and vendors on desktop services processes and protocols.
- Provides training as needed to CLIENT’S IT staff on the use of desktop tools, products, and procedures.
- Uses desktop tools to query, update and track CLIENT’S computers and ensures that all CLIENT’S assets are properly tracked and disposed of.
- Performs periodic audits of assets and is responsible for asset inventory accuracy.
- This includes, but is not limited to, weekly Tribal Council Meetings.
- Knowledge of the history, culture, laws, customs and traditions of the CLIENT’S.
- 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.
- In-depth knowledge of Microsoft Active Directory, Print Servers, DHCP, DNS and Group Policy.
- Knowledge of some scripting: (Batch, SQL, VB, Power Shell, Java).
- Advanced skill with Help Desk procedures and problem resolution.
- Knowledge of Microsoft Solutions Framework or other project management methodology.
- Knowledge and understanding of ITIL concepts.
- Skill resolving software installation problems.
- Skill with verbal and written communication.
- Ability to develop and maintain positive and effective working relationships with all levels in the department and Community.
- Ability to accurately diagnose software and hardware-related problems and take appropriate, timely and accurate corrective action.
- Ability to communicate with customers and keep them informed on the status of projects and requests.
- Ability to work independently on complex projects while maintaining confidentiality
- 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 lift and carry computer equipment; approximately 20 lbs.
- The following experience is mandatory:
- CompTIA A+ Certification.
- CompTIA N+ Certification.
- Current Microsoft Windows Operating System Specialist 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.
- GIAC Certified Windows Security Administrator (GCWN)
- Installation and administration of an enterprise desktop management system such as Microsoft System Center Configuration Manager, Altiris, CA, LAN Desk.
- Installation and administration of a Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
- Implementation, administration and use of Desktop imaging and deployment tools such as Microsoft System Center Configuration Manager, Ghost Enterprise or LAN Desk.
- Installation, configuration and troubleshooting of multifunction network devices.
- TCP/IP networking and connectivity.
- Maybe be required to work beyond normal work hours including nights, weekends and holidays.
- Participates in on-call rotation providing 24x7 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 Client’s, 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 campus with children will be subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”, random drug testing and completion of a background check every five (5) years.
- Must possess and maintain a valid Arizona Driver’s License.