Desktop Services II (Full-Time)

The Desktop Services II is responsible for providing exemplary customer service and technical support to all HHHN staff. The Desktop Services II will be involved in the configuration, support, and maintenance of all enterprise mobile device, computer and telecommunication systems. The IS Desktop Services II will ensure hardware and desktop operating systems / software are configured consistently with HHHN cybersecurity standards and works with the cybersecurity analyst on corporate security and auditing initiatives.

• →Experience in providing professional and courteous customer service
• →Support and troubleshoot issues for staff who are both onsite and in remote locations
• →Responsible for monitoring the ticketing system and supporting enterprise information systems, special projects related to the enterprise desktop devices, mobile devices, networks, and printers including system configuration, troubleshooting, resource monitoring, reporting, and documentation.
• →Ability to work with the security staff to remediate any assigned recognized security vulnerabilities
• →Will participate in the rotating 24/7 on call support system
• →Travel to HHHN site locations to provide onsite support when necessary
• →Log all requests in the enterprise ticketing system, responds to requests in a timely manner, and follow through on reported problems until satisfactorily resolved
• →Notify staff member (s) when problems or issues have been resolved
• →Provide staff member(s) with accurate estimates of when jobs can be completed
• →Install and correctly set up equipment as requested
• →Maintain vehicles and HHHN equipment in a professional and responsible manner
• →Communicate effectively with other IT team members
• →Document and track inventory of any and all HHHN issued technology equipment to HHHN staff or sites
• →Provide end-user training.
• →Build automated application deployments and maintain gold image(s) of corporate devices.

The requirements listed below are representative of the knowledge, skill and ability to perform the essential functions:

• →Associates Degree in Computer Science and at least two years related experience supporting an enterprise desktop environment or 4 years supporting an enterprise desktop environment and comparable certification(s) Comptia A+, N+
• →Previous customer service experience
• →Strong problem-solving skills
• →Experience using an enterprise Helpdesk ticketing system
• →Knowledge of computer operating systems, including Windows, IOS, and Android platforms
• →Knowledge of computer hardware systems, telecommunications support
• →Knowledge of cybersecurity industry standards
• →2 years experience managing mobile devices (i.e., Android, IOS)
• →2 years experience using endpoint management tools (SCCM, Intune, Apple Business Manager)
• →Strong inter-personal and communication skills
• →Ability to multitask and prioritize work based on critical impact
• →Capable of explaining simple procedures in writing or orally and has good phone skills

The pay range for this position is $49,500 - $60,000 annually and will be determined based on skills and experience.