IS Desktop Specialist I

IS Desktop Specialist I

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The Desktop Specialist I is responsible for implementing and supporting corporate end user technologies and standards in support of business strategies. This role is essential in executing CareOregon’s end user support model. This position spends substantial time supporting and implementing IS policies and end user technologies (install and maintain).

Estimated Hiring Range:

$28.23 - $34.50

Bonus Target:

Bonus - SIP Target, 5% Annual

Current CareOregon Employees: Please use the internal Workday site to submit an application for this job.

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Essential Responsibilities

End User Support

• Answer phone calls and electronic requests for assistance from on-site and remote staff.
• Execute workstation and phone moves, adds, and changes in concert with facilities staff and outside vendors.
• Diagnose and resolve basic to moderately 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.
• 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.
• Propose and write basic content for online knowledge base systems.
• Participate in a 24x7 on-call rotation.

Standards and Policy Administration

• Collaborate with others to identify 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 ideas toward policies, procedures, standards, and best practice configurations related to end user technology.

Vendor Coordination and Relations

• Learn and develop 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.

Experience and/or Education

Required

• Minimum 1 year delivering desktop support and related services. Experience should include some 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

• Associate’s degree in Computer Science, Information Systems, or a related field

Knowledge, Skills and Abilities Required

Knowledge

• General knowledge, skills and/or abilities in some 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

Skills and Abilities

• Proficient communication skills, including listening, verbal, written, and customer service
• Ability to articulate instructions
• Learning to convey appropriate level of detail effectively to multiple levels of the organization including non-technical staff
• Ability to learn and exercise professionalism
• General ability to network and utilize internal and external resources
• Learning to simplify and present complex concepts in an easily understood way
• Proactively and appropriately communicates status and needs
• Attention to details, deadlines and follow-through tasks to completion
• Ability to learn and 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 and staff
• Able to operate autonomously with general supervision
• Ability to work directly with vendors
• Organizational skills
• Learning to prioritize work based on business need and direction
• General troubleshooting and research skills
• Ability to maintain a positive attitude
• Understands and adheres to governance and process
• Ability to work effectively with diverse individuals and groups
• Ability to learn, focus, understand, and evaluate information and determine appropriate actions
• Ability to accept direction and feedback, as well as tolerate and manage stress
• Ability to see, read, and perform repetitive finger and wrist movement for at least 6 hours/day
• Ability to hear and speak clearly for at least 3-6 hours/day

Working Conditions

Work Environment(s): Indoor/Office Community Facilities/Security Outdoor Exposure

Member/Patient Facing: No Telephonic In Person

Hazards: May include, but not limited to, physical and ergonomic hazards.

Equipment: General office equipment

Travel: May include occasional required or optional travel outside of the workplace; the employee’s personal vehicle, local transit or other means of transportation may be used.

Work Location: Office - 5 days/week

We offer a strong Total Rewards Program. This includes competitive pay, bonus opportunity, and a comprehensive benefits package. Eligibility for bonuses and benefits is dependent on factors such as the position type and the number of scheduled weekly hours. Benefits-eligible employees qualify for benefits beginning on the first of the month on or after their start date. CareOregon offers medical, dental, vision, life, AD&D, and disability insurance, as well as health savings account, flexible spending account(s), lifestyle spending account, employee assistance program, wellness program, discounts, and multiple supplemental benefits (e.g., voluntary life, critical illness, accident, hospital indemnity, identity theft protection, pre-tax parking, pet insurance, 529 College Savings, etc.). We also offer a strong retirement plan with employer contributions. Benefits-eligible employees accrue PTO and Paid State Sick Time based on hours worked/scheduled hours and the primary work state. Employees may also receive paid holidays, volunteer time, jury duty, bereavement leave, and more, depending on eligibility. Non-benefits eligible employees can enjoy 401(k) contributions, Paid State Sick Time, wellness and employee assistance program benefits, and other perks. Please contact your recruiter for more information.

We are an equal opportunity employer

CareOregon is an equal opportunity employer. The organization selects the best individual for the job based upon job related qualifications, regardless of race, color, religion, sexual orientation, national origin, gender, gender identity, gender expression, genetic information, age, veteran status, ancestry, marital status or disability. The organization will make a reasonable accommodation to known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the operation of our organization.