Desktop Specialist

2 YEAR TERM-LIMITED

Under direct supervision of the Information Technology (IT) Department’s Service Desk Supervisor, the Desktop Specialist I performs basic to moderately 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 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.

The Desktop Specialist I is distinguished from the IT Technician and Desktop Specialist II positions by the level of technical problem‑solving skills, knowledge, complexity of assignments, project roles and responsibilities, leadership and mentoring responsibilities. The Desktop Specialist I provides assistance as needed to the IT Technician and escalates issues to the Desktop Specialist II and Senior Desktop Specialist. This position must have a broad understanding of information technology, the ability to adapt and constantly learn new technologies, deal with ambiguity and constant change, and possess the ability to function independently and collaborate effectively on a team.

• Phone Support
  • Provides support exclusively from the desk via phone calls, email, instant messaging and remote tools.
  • Triages calls quickly, strives for first‑call resolution, and escalates to Desk Side Support as necessary.
  • Logs in and out of the Cisco UCCX phone system to answer and track calls.
  • Follows phone scripts to provide a consistent user experience.
  • Multitasks to answer emails while taking phone calls in parallel, maintaining a high level of customer service.
• Desk Side Support – travels to customer locations to perform troubleshooting and issue resolution, working tickets that are escalated from Phone Support.
• Project Support – actively participates as a resource on IT projects such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.

• Provides IT support for Community or Government events as needed. May require work during non‑business hours, including weekly Tribal Council Meetings.

• Acts as liaison with customers, providing training and support on equipment operation and technical issues relating to hardware, software, and networks.
• Provides exemplary customer service for basic to intermediate (Tier 1 and 2) desktop support including configuration and troubleshooting for computers, mobile devices, peripherals, Windows and Macintosh operating systems, business application software and related hardware and software.
• Creates tickets for all incidents and service requests, regardless of medium.
• Maintains ownership of tickets through resolution, providing timely feedback on progress and fully documenting all activities.
• Reviews escalated tickets for callbacks, providing detailed notes.
• Prioritizes daily workload to ensure tickets are updated and assignments completed within Service Level Agreements.
• Fulfills customer requests for password resets, hardware replacement, PC loaner equipment, and supports moves, adds, changes and relocation requests.
• Researches and analyzes issues to determine underlying causes and provide solutions for routine technical problems.
• Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools.

Follows established asset management guidelines and procedures. Uses desktop tools to query, update and track computers and ensures that all SRPMIC assets are properly tracked through their lifecycle.

Assists in creating and maintaining the Knowledge Management System by identifying, creating and modifying documentation for solutions to issues.

Performs a variety of ad hoc special projects…