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Desktop Support Specialist I in Tampa, FL at Shriners Hospitals for Children

Date Posted: 11/14/2018

Job Snapshot

Job Description

The Desktop Support Specialist I provides support services for Shriners Headquarters, hospitals, and members of the Boards of Trustees and Directors.  The Desktop Support Specialist I will be responsible for supporting Windows and Macintosh computers in a corporate environment. The Desktop Support Specialist I will install and troubleshoot all current applications, test new applications, support users with remote access, complete hardware repairs, complete hardware refresh and desktop migration, in a Windows 7 / MAC OS environment. Familiarity with Windows 7, Windows 8, Windows Networking, IP, Apple Mac OS/Mac Server, Macintosh Networking, Symantec Altiris Client Management Suite, MSI Compiler and software packaging, Ghost, Hyena, DameWare, Symantec Endpoint Protection, Dell Workstations and Laptops. The Desktop Support Specialist I will assemble computer equipment, load and configure operating and systems software and ensure that they work on the network, plan hardware and software configurations and upgrades, work to procure appropriate components and installs, and then monitor and troubleshoot them as necessary. The Desktop Support Specialist I will provide support for both Headquarters and hospital levels (monitors, advises, tests, troubleshoots problems, etc.).


User Support (Headquarters, Hospitals, Board of Trustees and Board of Directors) - 50%

  • Install, configure, test, maintain and upgrade hardware (computers, printers, network components, memory upgrades, disk upgrades, etc.). Install, configure, test, maintain and upgrade desktop software (operating systems, utility software, personal productivity software, and applications software). Troubleshoot hardware and software problems. Orient and train users in use of hardware and software as necessary; Relocate hardware and software as necessary. Assist in implementation of SHC developed software. Assist in implementation of purchased software. Responsible for logging incidents and problem resolution activities into a computerized tracking system. Setup up necessary hardware and software for special events such as group training, vendor presentations, on and offsite meeting, and demonstrations.

General Support and Administration - 30%

  • Asset management and tracking. Ensure appropriate software licensing. Work with third parties to implement and support packaged solutions as necessary. Problem research and resolution. Develop, maintain and document training materials as necessary. Administration of assigned responsibilities and functions. Coordinate activities with more senior Network Support Specialists on related matters. Setup and support presentation hardware and software as required. Coordinate with other IS sections and/or other departments to ensure systems are accounted for, in place and functioning for daily work and special events such as training sessions, presentations and product.

Product/Vendor Evaluation and Recommendation - 20%

  • Systematic evaluation, recommendation and/or selection of items such as vendors and their products including hardware, software packages, communications products, consulting services, systems integration services, etc. Techniques used include side-by-side weighted assessments, price-performance analyses, cost-benefit analyses, etc. Often will be asked to participate on a selection committee as a technical advisor.

Job Requirements

The qualified candidate will have experience in the following areas

  • One or more years of Active Directory, Microsoft 2010 Office Suite, Windows 7 and Apple Macintosh Operations Systems required
  • One or more years of TCP/IP, routing and troubleshooting technique experience required
  • Experience working in an environment that monitors support tickets and ensuring that quality targets are reached and maintained required
  • Experience with Windows imaging technologies and PXE environment required
  • Experience with asset management concepts and documentation required
  • Experience with software packaging and installation troubleshooting required
  • ServiceNow experience a plus

Minimum Education Required/Preferred:

  • High School Diploma or GED required

  • Technical certification preferred

  • Bachelor’s degree preferred

Knowledge, Skills, and Competencies:

  • Knowledge of local and network attached devices including printers, storage devices, scanners, mobile handhelds, etc.
  • Ability to diagnose hardware and software problems and implement corrective measures efficiently
  • Ability to work both independently and also as part of a team
  • Intermediate to advanced knowledge of mobile device management and a general understanding of wireless enterprise infrastructures
  • Proficient problem solving and communication skills to effectively communicate with users, management, executive staff and board members
  • Knowledge of Altiris Client management Suite 7.5 and functionality of associated components (DS/PXE environment)
  • May be required to travel overnight on occasion.