Position Title: IS Desktop Specialist II

Department: Infrastructure

Title of Manager: Technical Support Supervisor

Exemption Status: Non-Exempt

Requsition# 24260

Pay and Benefits: Pay and Benefits: Estimated hiring range $56,730 - $68,640 /year, 5% bonus target, full benefits. www.careoregon.org/about-us/careers/benefits

Posting Notes: This position is 100% onsite at the CareOregon downtown Portland office.

General Statement of Duties

The Desktop Specialist II is responsible for implementing and maintaining corporate end user technologies and standards in alignment with business strategies. This role is essential in executing and maturing CareOregon's end user support model and has input into the design of effective end user technology solutions. This position spends substantial time supporting and implementing IS policies and end user technologies (install and maintain).

Essential Position Functions

End User Support

• Answer phone calls and electronic requests for assistance from on-site and remote staff.
• Plan and execute workstation and phone moves, adds, and changes in concert with facilities staff and outside vendors.
• Diagnose and resolve basic to 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; install approved non-standard software.
• 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; maintain asset management system function and accuracy.
• Propose and write basic to advanced content for online knowledge base systems.
• Participate in a 24x7 on-call rotation.

Standards and Policy Administration

• Propose 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 to and/or participate in the documentation of policies, procedures, standards, and best practice configurations related to end user technology.

Vendor Coordination and Relations

• Develop and grow effective 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.

Essential Department and Organizational Functions

• Propose and implement process improvements.
• Meet deadlines for completion of workload.
• Maintain agreed upon work schedule.
• Demonstrate cooperation and teamwork.
• Provide cross-training on specific job responsibilities.
• Meet identified business goals that contribute to departmental goals.
• Perform other duties as assigned.

Knowledge, Skills and Abilities Required

Proficient knowledge, skills, and abilities in some or all 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

Communication

• Effective communication skills, including listening, verbal, written, and customer service
• Ability to clearly articulate policies and instructions
• Demonstrated progress in conveying appropriate level of detail effectively to all levels of the organization including non-technical staff
• Ability to exercise professionalism
• Proficient ability to network and utilize internal and external resources
• Demonstrated progress in simplifying and presenting complex concepts in an easily understood way
• Proactively and appropriately communicates status and needs

Other

• Strong attention to details, deadlines and follow-through tasks to completion
• Demonstrated ability to 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, staff and leaders
• Able to operate autonomously with minimal oversight
• Able to see the big picture beyond a request and takes appropriate action
• Learning project coordination/management skills
• Demonstrated vendor coordination skills
• Effective organizational skills
• Ability to prioritize work based on business need and direction
• Proficient troubleshooting and research skills
• Able to propose solutions
• Ability to maintain a positive attitude
• Understands and adheres to governance and process

Physical Skills and Abilities

Cognitive and Other Skills and Abilities

Ability to focus on and comprehend information, learn new skills and abilities, assess a situation and seek or determine appropriate resolution, accept managerial direction and feedback, and tolerate and manage stress.

Education and/or Experience

Required:

• Minimum 3 years' delivering desktop support and related services. Experience should include some or all 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:

• Associates degree in Computer Science, Information Systems, or a related field
• Entry-level industry certifications preferred

Working Conditions

• Environment: This position's primary responsibilities typically take place in the following environment(s) (check all that apply on a regular basis):

Inside/office Clinics/health facilities Member homes

Other_________________________________________

• Travel: This position may include occasional required or optional travel outside of the workplace, in which the employee's personal vehicle, local transit, or other means of transportation may be used.
• Equipment: General office equipment
• Hazards: n/a

Candidates of color are strongly encouraged to apply. CareOregon is committed to building a linguistically and culturally diverse and inclusive work environment.

Veterans are strongly encouraged to apply.

We are an equal opportunity employer. CareOregon considers all candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or veteran status.

Visa sponsorship is not available at this time.