Position Title: IS Desktop Specialist I

Exemption Status: Non-Exempt

Department: Infrastructure

Title of Manager: Desktop Support Supervisor

Requisition: 24682

Pay & Benefits : Estimated hiring range $57,560 - $70,360 / year, 5% bonus target, full benefits.

Posting Notes: This role is 100% onsite at our downtown Portland location.

General Statement of Duties

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).

Essential Position Functions

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.

  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

  Technical

  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

  Communication

• 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

  Other

• 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

  Physical Skills and Abilities

  Lifting/Carrying up to 50 Pounds

  Pushing/Pulling up to 50 Pounds

  Pinching/Retrieving Small Objects

  Crouching/Crawling

  Reaching

  Climbing Stairs

  Repetitive Finger/Wrist/Elbow/

  Shoulder/Neck Movement

  More than 6 hours/day

  More than 6 hours/day

  More than 6 hours/day

  More than 6 hours/day

  1-3 hours/day

  0 hours/day

  More than 6 hours/day

  Standing

  Walking

  Sitting

  Bending

  Seeing

  Reading

  Hearing

  Speaking Clearly

  More than 6 hours/day

  More than 6 hours/day

  0 hours/day

  More than 6 hours/day

  More than 6 hours/day

  More than 6 hours/day

  More than 6 hours/day

  More than 6 hours/day

  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 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:

• Associates degree in Computer Science, Information Systems, or a related field

• Exp w/ SCCM

• Exp w/ Intune

• Exp w/ Apple and mobile devices setup/support

• PowerShell exp

• KB Article and/or Technical Writing exp

• Exp w/ HP Asset Inventory Control

• Exp w/ ServiceNow/ Insnow

  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.