Desktop Support Specialist - Mac​/Apple Environment

National Jewish Health is seeking a skilled and service-oriented Desktop Support Specialist to support endpoint technology across clinical, research and administrative environments, with a strong emphasis on Mac and Apple device support. This role is essential to ensuring reliable, secure and high-performing technology that enables exceptional patient care and operational excellence.

Key Responsibilities:

• Installs, configures and supports Mac and Apple devices as well as Windows systems, including peripherals and audiovisual equipment
• Troubleshoots and resolves complex Mac OS and endpoint issues while ensuring seamless connectivity across network, applications and clinical systems
• Provides hands-on customer support and training, delivering timely resolution of service requests through the enterprise ticketing system
• Collaborates with internal teams and vendors to maintain system performance, support projects and uphold security and compliance standards

National Jewish Health is the nation's leading respiratory hospital, recognized for excellence in patient care, research and education. This role directly supports the technology that powers clinical innovation and discovery, ensuring providers and researchers have the tools they need to deliver life-changing outcomes for patients with complex diseases.

Position Summary

The Desktop Support Specialist maintains and supports all end point devices, desktop systems, and peripheral equipment enterprise wide in order to meet the needs of the administrative, clinical, and research computer users at National Jewish. This position assists customers with testing, analysis and problem resolution for endpoint related technology through direct customer support.

Essential Duties

Performs the installation, configuration, testing, troubleshooting, and repair of end point devices. Ensures the ongoing usability of client computers, peripheral equipment, audio/visual systems, and software within established Information Systems standards and guidelines (i.e. desktops, laptops, MAC's, thin clients, printers, copier, fax, etc). Trains and orients customers/users on use of hardware and software.

Ensures that client computers connect seamlessly with file servers, storage systems (SAN), email servers, antivirus servers, networked printers, VPN, virtual computing technologies, computer conferencing systems, application servers (EMR, etc.), and administrative systems.

Delivers consistent, reliable service. Ensures customers' needs are being met for every request/incident that is processed.

Works with support vendors as necessary to resolve technical issues. Also, coordinates assigned project tasks with vendors, suppliers and contractors to ensure timely and appropriate project completion.

Actively uses the Enterprise Service Management system to receive technical-related issues and documents the process of response/resolution to meet SLC requirements. This includes thoroughly documenting all information related to the request, any and all error messages received by the end user, all troubleshooting that has been performed, as well as any other information that would be deemed pertinent to the reported issue.

Collaborates with and provides knowledge transfer to other Information Systems personnel. This includes creating and adding documents to the teams SharePoint site.

Implements and enforces policies & procedures to manage client access methods based on Information Systems security standards.

Adheres to Information Systems Change Control Policy and document any alterations to configurations relating to client computing devices & systems.

Other Duties

Covers team on call responsibilities every 8-10 weeks.

Performs as back up to Service Desk as needed.

Competencies

Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.

Building Strategic Relationships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals.

Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.

Collaboration/Teamwork: Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.

Managing Conflict: Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people. Addresses conflicts by focusing on the issues at hand to develop effective solutions when disputes or disagreements occur; helps others resolve conflicts by…