Desktop Specialist II

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 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.

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.

This job class has a broad understanding of information technology and the ability to adapt and constantly learn new technologies. The Desktop Specialist II must be able to deal with ambiguity, constant change and must possess the ability to function independently and collaborate effectively on a team.

• Phone Support:
  • Provide desk‑based support to customers via phone calls, email, instant messaging and remote tools.
  • Triage calls as quickly as possible while striving for first‑call resolution and escalating 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 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.

• 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; 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 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…