What are the responsibilities and job description for the Desktop Support Specialist - ISD End User Support position at UNC Health?
Description
Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.
Summary:
As a Desktop Support Specialist, you will be responsible for providing technical support to end-users, resolving hardware and software issues, and ensuring the smooth operation of desktop systems and department. Responsible for the installation, configuration, management and support of all desktops, portable computers and related peripherals over a multi-platform network. Ensures end-users' productivity by providing problem solution. Participates in evaluating products in compatibility, flexibility, and ease of use including the design of application options with mainframe applications.
May require occasional evening or weekend work to perform system upgrades or resolve critical issues.
Responsibilities:
- User Support: Provide Second-level technical support to end-users via remote tools, or in-person.
- Hardware Troubleshooting: Diagnose and resolve hardware issues, including desktops, laptops, printers, and peripherals.
- Software Support: Install, configure, and troubleshoot software applications, including but not limited to operating systems and productivity tools.
- System Maintenance: Perform routine maintenance tasks such as system updates, patches, and antivirus software updates.
- Network Connectivity: Troubleshoot network connectivity issues and assist in the configuration of network settings.
- Documentation: Maintain accurate records of support requests, resolutions, system configurations maintaining accurate asset inventory records.
- Training: Provide training to end-users on the use of supported hardware and software applications.
- Collaboration: Coordinate and manage efforts with other IT teams to escalate and resolve complex technical issues in a timely manner.
- Hardware/Software Procurement: Assist in the procurement and deployment of new hardware and software.
- Security: Implement and enforce security protocols to protect desktop systems and sensitive information.
1. Assists in ensuring network security by enforcing passwords, installing virus protection software, encryption technology. Adheres to policies and procedures, creating user-profiles, administers files and folders security and storage capacity.
2. Manages desktop peripheral inventory and assists with asset management. Maintains accurate records for device changes. Updates the inventory system whenever a computer is installed or relocated to provide accurate information.
3. Participates in evaluating products in compatibility, flexibility, and ease of use including the design of application options with mainframe applications.
4. Performs installation and configuration of hardware and software applications.
5. Provides customers with technical support and incident resolution related to hardware and software. Provides initial training to familiarize the customer with the operation of the system. Performs desktop moves in a timely manner, based on user/organization needs.
Preferred qualifications:
- Proven experience in desktop support or a related role.
- Strong knowledge of hardware, software, and operating systems.
- Excellent problem-solving and communication skills.
- Customer-focused with a service-oriented mindset.
- Familiarity with ITIL processes is a plus.
Certifications (optional but beneficial):
- CompTIA A
- Microsoft Certified: Windows 10 or other relevant certifications
Other Information
- Associate's degree in Computer Science, Information Systems Management or related field (or equivalent combination of education, training and experience).
- No licensure or certification required.
- If an Associate's degree: No prior experience required.
- If a High School diploma or GED: Two (2) years of relevant experience.
- Excellent communication skills. Ability to work well in a team environment. Demonstrated ability to successfully manage multiple tasks simultaneously. Highly responsive to internal customers.
Job Details
Legal Employer: NCHEALTH
Entity: Shared Services
Organization Unit: ISD End User Support
Work Type: Full Time
Standard Hours Per Week: 40.00
Salary Range: $21.40 - $30.76 per hour (Hiring Range)
Pay offers are determined by experience and internal equity
Work Assignment Type: Onsite
Work Schedule: Day Job
Location of Job: US:NC:Raleigh
Exempt From Overtime: Exempt: No
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.
Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.
Salary : $21 - $31
