IS Desktop Specialist II

Portland, OR, United States

Career Opportunities: IS Desktop Specialist II (24260)

Requisition ID 24260 - Posted 04/30/2024 - CareOregon - Full Time - Permanent - Portland - Multi Location (1)

Position Title: IS Desktop Specialist II

Department: Infrastructure

Title of Manager: Technical Support Supervisor

Exemption Status: Non-Exempt

Requsition# 24260

Pay and Benefits: Pay and Benefits: Estimated hiring range $56,730 - $68,640 /year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits

Posting Notes: This position is 100% onsite at the CareOregon downtown Portland office.

General Statement of Duties

The Desktop Specialist II is responsible for implementing and maintaining corporate end user technologies and standards in alignment with business strategies. This role is essential in executing and maturing CareOregon's end user support model and has input into the design of effective end user technology solutions. This position spends substantial time supporting and implementing IS policies and end user technologies (install and maintain).

Essential Position Functions

End User Support

Answer phone calls and electronic requests for assistance from on-site and remote staff.

Plan and execute workstation and phone moves, adds, and changes in concert with facilities staff and outside vendors.

Diagnose and resolve basic to advanced incidents associated with application software and desktop operating systems.

Prioritize incidents and document within appropriate tracking systems.

Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.

Build and support PC, laptop, tablet and mobile hardware and software with preexisting images and standard packages; install approved non-standard software.

Ensure desktop computers operate properly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

Update asset and license management tools with configuration and custody changes; maintain asset management system function and accuracy.

Propose and write basic to advanced content for online knowledge base systems.

Participate in a 24x7 on-call rotation.

Standards and Policy Administration

Propose requirements and standards for end user devices.

Participate in the ongoing review of existing desktop systems to ensure they comply with established standards and to empower business operations.

Contribute to and/or participate in the documentation of policies, procedures, standards, and best practice configurations related to end user technology.

Vendor Coordination and Relations

Develop and grow effective working relationships with vendors and related equipment suppliers, including installation and repair of services.

Conduct product and vendor research, and present recommendations to senior team members and/or management.

Essential Department and Organizational Functions

Propose and implement process improvements.

Meet deadlines for completion of workload.

Maintain agreed upon work schedule.

Demonstrate cooperation and teamwork.

Provide cross-training on specific job responsibilities.

Meet identified business goals that contribute to departmental goals.

Perform other duties as assigned.

Knowledge, Skills and Abilities Required

Technical

Proficient knowledge, skills, and abilities in some or all of the following areas:

Current generation Microsoft and Mac operating systems, such as Windows 10 and macOS

Network connectivity and how the Internet works

Internal operations of computer hardware

Providing technical assistance from a remote location

Technical troubleshooting skills

Office productivity software, such as Microsoft Office and Office 365

Centralized authentication systems, such as Active Directory

Centralized system management, such as SCCM

Best practices in managing inventory and proactive reorder points

Professional installation of workstations on employee desks

Concepts of "Software as a Service" and "Desktop as a Service"

Virtual desktop delivery and remote access solutions, such as Citrix

Mobile device management platforms, such as Microsoft Intune

Awareness of ITIL and ITSM governance concepts

Communication

Effective communication skills, including listening, verbal, written, and customer service

Ability to clearly articulate policies and instructions

Demonstrated progress in conveying appropriate level of detail effectively to all levels of the organization including non-technical staff

Ability to exercise professionalism

Proficient ability to network and utilize internal and external resources

Demonstrated progress in simplifying and presenting complex concepts in an easily understood way

Proactively and appropriately communicates status and needs

Other

Strong attention to details, deadlines and follow-through tasks to completion

Demonstrated ability to work in a fast-paced, results-oriented, diverse, and team-oriented environment

Possess a high degree of initiative and motivation

Ability to effectively collaborate with coworkers, staff and leaders

Able to operate autonomously with minimal oversight

Able to see the big picture beyond a request and takes appropriate action

Learning project coordination/management skills

Demonstrated vendor coordination skills

Effective organizational skills

Ability to prioritize work based on business need and direction

Proficient troubleshooting and research skills

Able to propose solutions

Ability to maintain a positive attitude

Understands and adheres to governance and process

Physical Skills and Abilities

Lifting/Carrying up to 50 Pounds

Pushing/Pulling up to 50 Pounds

Pinching/Retrieving Small Objects

Crouching/Crawling

Reaching

Climbing Stairs

Repetitive Finger/Wrist/Elbow/

Shoulder/Neck Movement

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

1-3 hours/day

0 hours/day

More than 6 hours/day

Standing

Walking

Sitting

Bending

Seeing

Reading

Hearing

Speaking Clearly

More than 6 hours/day

More than 6 hours/day

0 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

More than 6 hours/day

Cognitive and Other Skills and Abilities

Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Education and/or Experience

Required:

Minimum 3 years' delivering desktop support and related services. Experience should include some or all of the following:

Desktop computers and mobile devices

Virtual desktop technology

User account administration in Active Directory

Centralized desktop and mobile device management

Providing on the phone and in-person technical support

LAN and WAN technologies

VoIP system technologies

ITIL concepts and practices

Preferred:

Associates degree in Computer Science, Information Systems, or a related field

Entry-level industry certifications preferred

Working Conditions

Environment: This position's primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):

Inside/office Clinics/health facilities Member homes

Other_________________________________________

Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee's personal vehicle, local transit, or other means of transportation may be used.

Equipment: General office equipment

Hazards: n/a

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.

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