IT DESKTOP SUPPORT SPECIALIST na Southwest Medical Imaging

Description

Job Title

IT Desktop Support Specialist

Department

Information Technology

Reports to

IT Support Services Manager

Status

Full Time/Non-Exempt

IT Desktop Support Specialist Position Summary Deliver excellent customer service and provide first- and second-level technical support for desktops, peripherals, and client applications. Manage incidents via phone and ticketing systems, travel onsite within greater Phoenix area as needed, and resolve escalated Tier 1 issues.

IT Desktop Support Specialist Responsibilities

• Answer technical trouble calls via phone, face-to-face, and email. Build rapport and elicit problem details.
• Assess requests, attempt to resolve, or refer to appropriate personnel.
• Keep customers informed on request status and progress. Perform post-resolution follow-ups.
• Record, track, and document the help desk request problem-solving process.
• Install, configure, upgrade, and troubleshoot desktop hardware and software components.
• Provide IT training and assistance to customers.
• Develop best practice guidelines and knowledge base articles.
• Enforce security and privacy requirements on user software and network environments.
• Provide 1st and 2nd level support for desktop technologies.
• Troubleshoot and resolve complex software problems.

IT Desktop Support Specialist Skills and Abilities

• Superior customer service skills
• Effective written and verbal communication skills
• Ability to work around medical office hours (includes nights and/or weekends as needed)
• Adaptable to changing priorities and work schedules
• Excellent analytical and problem-solving skills
• Ability to work under pressure and handle multiple tasks simultaneously
• Valid driver’s license with reliable transportation

Among the many benefits of a career with Southwest Medical Imaging, are the following:

• Medical,      Dental & Vision Coverage
• Health      Savings Accounts (HSA-available if enrolled in a high-deductible plan)
• Flexible      Spending Accounts (FSA)
• Dependent      Care Reimbursement Accounts (DCRA)
• Employee      Assistance Program (EAP available if enrolled in Health plan)
• 401(k)      retirement plan
• Paid      Time Off (PTO)
• Company      Paid Basic Life & AD&D Insurance
• Voluntary      Life Insurance
• Voluntary      Short Disability 
• Company      Paid Long-Term Disability
• Pet      Discount Program
• 6 paid      Company Holidays 
• Floating      Holiday, Jury Duty & Bereavement Leave
• Tuition      Reimbursement
• Competitive      Salary
• Leadership      Mentoring Opportunities

Requirements

Education and Experience

• Minimum of 2 years in business IT support tier 1
• Desktop hardware repair experience
• Experience with modern Windows and Apple OS

Desired Experience

• Experience with IT ticketing solutions (e.g., Remedy, ServiceNow)
• Experience in Healthcare Information Systems (e.g., PACS, RIS)
• Experience managing users, groups, and computers in Active Directory
• Knowledge of mobile technologies and laptop encryption
• Relevant certifications (e.g., A+, Net+, MCP, MCDST)
• Experience with asset inventory management
• Familiarity with ITIL standards
• Experience in a 24x7 zero downtime IT environment

Physical Requirements

While performing the job duties, the employee is required to regularly sit, use hands, reach, talk, and hear. Frequently required to stand and walk. Occasionally require to lift/move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. This position is primarily in-office but occasional work from home days.