Desktop Support Specialist III

FLSA Status

Exempt

Job Role Summary

The Desktop Support Specialist III is a very hands-on, most senior member of the Desktop Services support team responsible for desktop PC and laptop configuration, and application support including Windows operating systems and software and other applications. In addition, this role will be personally responsible for supporting Ancillary teams and will lead special projects that relate to end-point devices. This is an internal customer-facing role, and requires excellent prioritization, responsiveness and customer service, along with excellent verbal communication skills, and proven project management and coordination skills. This position works with the Desktop Support Specialists to ensure the secure and efficient operation of the endpoint devices (PC’s, laptops, scanners, barcode devices, printers, etc.), and associated equipment and infrastructure. The incumbent is a thought leader and a foremost expert on the supported technologies, including project leadership, and therefore provides the highest level of quality support and resolution of end-user incidents and requests. In addition to strongly adhering to documented Standard Operating Procedures and associated policies, the successful Desktop Support Specialist III contributes to process improvement and identifying, possibly refining, all unproductive documentation. This position is also responsible for setting and ensuring adherence to project deadlines and deliverables, identifying innovative solutions to solve organizational problems and leading root cause analysis and remediation efforts, ensuring the successful accomplishment of the primary mission and continued success of Eskenazi Health.

Essential Functions and Responsibilities

•Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County; models Eskenazi Health values
•Leads and participates in efforts to maintain, monitor and resolve issues regarding all endpoint devices within Eskenazi Health
•Serves as a technical resource for department support specialists and aids in their efforts to resolve issues; collaborates with Desktop Support Specialist II to resolve all issues too advanced for Desktop Support Specialist I resolution
•Establishes timelines, using formalized project management methodologies, for small and intermediate sized departmental efforts and projects; assumes ownership of all projects related to Ancillary services
•Serves as primary technical resource and contact for all requested moves/adds/changes for endpoint hardware and software for Ancillary services
•Contributes to maintaining accuracy regarding end-user assigned equipment within Hardware Asset Management, following all related processes and utilizing Standard Operating Procedures 
•Participates in formal and informal orientation and training of new department staff, in conjunction with minimal management oversight
•Diagnoses and resolves all endpoint issues and, when necessary, plans and/or recommends system or process changes based on information gained while resolving issue; employs the latest technological resources to simplify and streamline their troubleshooting process
•Participate in after-hours on-call rotation to ensure proper 7x24 operations with regard to endpoint architecture and application delivery, while also serving as the escalation point for after-hours issues related to Ancillary services
•Serves as the single point of contact and assumes ownership, providing direct customer service on site, regarding issues or problems related to Ancillary services
•Additionally, incumbent assumes all Essential Functions and Responsibilities of the Desktop Support Specialist II, where functions and responsibilities are not further defined or outlined herein
 

Job Requirements

• Onsite position
• Associate’s degree in Computer Science or related field and three years of varied/related experience, or five years of varied/related experience in a hospital or large institution data processing environment may be accepted in lieu of educational requirements
• Relevant certifications/training in areas of technical responsibility (e.g. A+/Net+, MCSE/MCSA, CNE, PMI/PMP, etc.)
• Valid Indiana driver’s license that meets the Eskenazi Health driving policy requirements