November 14, 2024

MOUNTAIN PARK HEALTH CENTER

Phoenix

FULL TIME & OTHER

Desktop Support Specialist II, Maryvale

JOB SUMMARY
The Desktop Support Specialist II is responsible for escalations on support requests and sometimes first contact with users needing technical support, providing customer service, creating support requests, resolving problems through research, and desk-side support. Performs training services as needed.
ESSENTIAL FUNCTIONS

Provides technical support to end users remotely via call/chat and at desk-side.
Enters requests, updates, and resolutions into the ticketing system accurately and according to established processes.
Supports operating systems (OS), Application and Hardware issues.
Ensures that all information technology (IT) equipment is tagged, put into inventory, setup and configured.
Enters updates and resolutions into the ticketing system using clear and appropriate language.
Acts as an escalation point for support requests.
Performs necessary account updates and other administrative functions as assigned.
Ensures that tickets are created, maintained, and resolved according to established standards and expectations using ITIL methodology.
Ensures that Configuration Management Database (CMDB) is maintained.
Represents the IT team as a member of project teams.
Participates in after-hours on-call rotation.
Recommends and provides input on knowledge-based improvements.
Travels to multiple locations as assigned which may include a location change during shift.
Maintains regular and predictable attendance.
Performs other duties as required.

POSITION QUALIFICATIONS
Minimum Qualifications:

High school diploma or general education degree (GED).
Three (3) years of related IT support experience, including experience in the support of desktop hardware, software and Microsoft Windows operating systems required.
Must have reliable transportation in order to commute to various facilities, as required, and remain on the Approved Driver’s List.
Must have a valid driver’s license.

Preferred Qualifications:

ITIL, A+, Network+, and Security+ or similar credentials.
Experience using a ticket management system to document and track work (i.e., Fresh service, Service Now, etc.).
Four (4) years of IT Support experience or a commensurate combination of education and experience.

Job Types: Full-time, Permanent
Expected hours: 40 per week
Benefits:

401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Day shift
Monday to Friday

Application Question(s):

Are you a US Citizen?
This position requires that the Desktop Support Specialist be able to commute to other clinic locations when needed? Are you able to commute as needed?
Do you have reliable transportation?

License/Certification: