SRPMIC
This position provides services to the Education department.
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” and completion of a background check every five (5) years.
Definition:
Under direct supervision of the Information Technology (IT) Department’s Service Desk Supervisor or Desktop Services Manager, the Desktop Specialist II performs moderate to highly complex configuration, administration and maintenance duties for SRPMIC desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment.
This job class is treated as FLSA Non-Exempt. This is a driving position. Essential Functions:
Essential functions may vary among positions and may include the following tasks, knowledge, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive list of tasks performed by all positions in this classification. Distinguishing Features:
The Desktop Specialist II is distinguished from the Desktop Specialist I and Senior Desktop Specialist positions by the level of technical knowledge, project roles and responsibilities, complexity of assignments, leadership and mentoring responsibilities, ownership and responsibility for desktop tools and systems. The Desktop Specialist II provides technical assistance and mentorship to the IT Technician and Desktop Specialist I and escalates issues to the Senior Desktop Specialist or other divisions within IT. Responsibilities
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. 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. Coordinates resolution of PC-related issues with other IT divisions. 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. 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. Mentorship & Training: Mentors Desktop Specialist I and IT Technicians to attain the necessary technical and customer service skills. Mentors SRPMIC staff and customers on Desktop Services processes and protocols. Provides training as needed to SRPMIC IT staff and on the use of desktop tools, products, and procedures. System Administration: Performs administration tasks and takes ownership of various desktop systems and tools. IT Asset Management: Follows established asset management guidelines and procedures. Uses desktop tools to query, update and track SRPMIC computers and ensures that all SRPMIC assets are properly tracked and disposed of. Community/Government Events: Provides IT support for Community or Government events as needed. 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. Knowledge, Skills, Abilities and Other Characteristics: Knowledge of the history, culture, laws, customs and traditions of the SRPMIC. Expert knowledge of Microsoft Windows OS, Office, anti-virus and other desktop software and tools. Expert knowledge of configuring and troubleshooting desktop computers, laptop computers, printers, and other related hardware. Education:
Graduation from High School or a GED equivalent is required. 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. 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. SRPMIC is an Equal Opportunity/Affirmative Action Employer Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.
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Under direct supervision of the Information Technology (IT) Department’s Service Desk Supervisor or Desktop Services Manager, the Desktop Specialist II performs moderate to highly complex configuration, administration and maintenance duties for SRPMIC desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment.
This job class is treated as FLSA Non-Exempt. This is a driving position. Essential Functions:
Essential functions may vary among positions and may include the following tasks, knowledge, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive list of tasks performed by all positions in this classification. Distinguishing Features:
The Desktop Specialist II is distinguished from the Desktop Specialist I and Senior Desktop Specialist positions by the level of technical knowledge, project roles and responsibilities, complexity of assignments, leadership and mentoring responsibilities, ownership and responsibility for desktop tools and systems. The Desktop Specialist II provides technical assistance and mentorship to the IT Technician and Desktop Specialist I and escalates issues to the Senior Desktop Specialist or other divisions within IT. Responsibilities
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. 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. Coordinates resolution of PC-related issues with other IT divisions. 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. 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. Mentorship & Training: Mentors Desktop Specialist I and IT Technicians to attain the necessary technical and customer service skills. Mentors SRPMIC staff and customers on Desktop Services processes and protocols. Provides training as needed to SRPMIC IT staff and on the use of desktop tools, products, and procedures. System Administration: Performs administration tasks and takes ownership of various desktop systems and tools. IT Asset Management: Follows established asset management guidelines and procedures. Uses desktop tools to query, update and track SRPMIC computers and ensures that all SRPMIC assets are properly tracked and disposed of. Community/Government Events: Provides IT support for Community or Government events as needed. 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. Knowledge, Skills, Abilities and Other Characteristics: Knowledge of the history, culture, laws, customs and traditions of the SRPMIC. Expert knowledge of Microsoft Windows OS, Office, anti-virus and other desktop software and tools. Expert knowledge of configuring and troubleshooting desktop computers, laptop computers, printers, and other related hardware. Education:
Graduation from High School or a GED equivalent is required. 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. 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. SRPMIC is an Equal Opportunity/Affirmative Action Employer Preference will be given to a qualified: Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.
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