Desktop Specialist II

2 YEAR TERM LIMITED

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.

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 a comprehensive list of tasks performed by all positions in this classification.

• Phone Support: This assignment provides desk-based support to customers via phone calls, email, instant messaging and remote tools. Triages calls as quickly as possible while striving for, and providing, first call resolution and escalating to Desk Side Support as necessary. Must have the patience and willingness to assist customers with problem troubleshooting and resolution over the telephone.
  • Logs in and out of the Cisco UCCX phone system to answer and track calls.
  • Follows phone scripts to provide consistent 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. Provides related training as required.
  • Coordinates resolution of PC-related issues with other IT divisions. Communicates information related to support processes or procedures to Level I support staff.
  • Takes ownership of priority 1 and priority 2 problems that impact the entire organization or department and performs root cause analysis.
• 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.

• 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. Coordinates any third‑party vendor repair, installation or deployment services as necessary.
• Works with Desktop Services management to analyze, develop, modify and maintain Desktop Services procedures to ensure consistency with current environment.
• Creates, documents and performs Quality Assurance ("QA") testing of departmental computer configurations.
• Assists assigned Project Managers in planning and execution of complex technology rollouts.

• 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.

Performs administration tasks and takes ownership of various desktop systems and tools (asset management, desktop administration, anti‑virus, Service Desk ticketing system, etc.).

• Uses desktop tools to query, update and track SRPMIC computers and ensures that all SRPMIC assets are properly tracked and disposed of.
• Performs periodic audits of assets and is responsible for asset inventory accuracy.

• Provides IT support for Community or Government events as needed. May require work during non‑business hours. This includes, but is not limited to, weekly Tribal Council Meetings.

Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying…