Job Title: IT Desktop Support Specialist (24301136)
Position is 100% onsite in Plymouth MN
Position Summar
yAs a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing
.
Essential Duties & Responsibiliti
- esProvide support to end users or processes that cannot be resolved by 1st level support (Service Des
- k)Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standar
- dsMonitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and softwa
- reUphold and implement security standards in compliance with IT Security departme
- ntManage support interactions through the IT Service Management Syst
- emSupport users by writing and maintaining documentation that help to answer questions and resolve proble
- msAssist Management in gathering information and creating processes, procedures, and polici
- esGather information for status reports on progress of projects, open items, and issu
- esFollow the established standards for documenting projects, configurations, and standard operating procedur
- esPerform all job related responsibilities with minimal management direction and guidan
- ceWork within the defined Incident, Request, Asset, and Change Management process
- esResponsible for compliance including password management, documentation, maintenance, provisioning access, and data protection procedur
- esWork to minimize downtime impact on users through accurate communication, planning of scheduled downtimes and quick problem resolution for unscheduled downtim
- esMonitor performance, diagnose issues, and perform emergency and scheduled maintenance as required on IT syste
- msParticipate in strategic initiatives by performing technical and process project activiti
- esEngage with audit and follow audit guidelines as request
- edProvide 24/7 on-site support as requir
edWork on special assignments as they ari
se
Knowledge, Skills & Qualificati
- ons3+ years’ experience supporting electronic user devices to include but not limited to desktops, laptops, printers, RF guns (mobile compute
- rs)Strong written and verbal communication ski
- llsExperience administratively supporting Microsoft Windows (Desktop and Serv
- er)Experience with Microsoft Office suite (Outlook, Visio, Excel, and et
- c.)Experience with network switching technology (VLAN, TCP/IP, DHCP, and et
- c.)Experience with diagnosing and troubleshooting software and hardware iss
- uesAble to lift 50
- lbsSelf-starter/Ability to work independen
- tlyEnthusiastic about technol
- ogyStrong customer service ski
- llsAble to work quickly and effectively under pressure and to efficiently handle multiple priorities simultaneou
slyKnowledge of the ITIL discipli
nes
Education and Experie
- nce Must be 18 years of
- ageHigh school diploma is required; Bachelor’s degree from an accredited college or university in Computer Science, Information Systems, or related IT field is prefe
- rredMinimum 3 years of experience in a Service Desk or Desktop support environ
ment
Physical Requirements and Work Enviro
- nmentThis is largely a sedentary
- role.This job operates in a professional office environment and routinely uses standard office equip
- ment.May need to lift and transport moderately heavy objects, such as computers or periphe
- rals.Typically requires travel less than 5% of the
time
ICU Medical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disab
ility.
