IT Desktop Support- Correctional Health

Primary Purpose

With guidance from IT Leadership, provides hardware technical support for desktop PCs, laptops, virtual desktops, tablets and other mobile devices, terminals, monitors, PDAs, printers, thin clients, bar-code scanners, audio/visual equipment, telephone handsets, workstation on wheels (WOW) carts, card & badge readers, document scanners, handheld scanners, time clocks, signature pads/ePads, and other connected peripherals. Provides installation/moves/adds/changes ('IMAC'), configurations, upgrades and problem resolutions. Helps manage customer relations and support. Assists Manager/Supervisor with Parkland Projects, as needed.


MINIMUM SPECIFICATIONS

Education:
- Prefer Bachelor's degree in Computer Science, Telecommunications, Information Systems, or a related field.

Experience:
- Must have 2-5 years of experience in a large, enterprise IT operations environment.
- Must have experience in troubleshooting, repairing, and configuring end-user technologies, which include:
o Hardware (Desktops, Laptops, Tablets, handheld devices & peripherals)
o Operating systems (e.g. Microsoft Windows, IOS, Android)
o Software (e.g. MS Office, Adobe Pro, MS Visio, Crystal Reports)
- Experience in a virtualized environment using VMWare Mirage and View a plus.

Equivalent Education and/or Experience:
- May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Certification/Registration/Licensure:
- Prefer Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Technology Specialist (MCTS), or CompTIA A+ certification.

Skills or Special Abilities:
- Must be able to follow established process and procedures developed to ensure consistent management of enterprise end-user technology solutions.
- Must be detailed oriented and be able to demonstrate the ability to properly document the troubleshooting steps and resolutions for assigned tickets.
- Must have effective communications skills in order to interact with customers and internal IT staff members.
- Must have ability to troubleshoot, identify and resolve problems regarding end-user devices and peripherals.
- Must have sound knowledge of end-user operating systems, hardware and software currently used at Parkland.
- Must have sound knowledge of network and telecommunications concepts.
- Must be customer service oriented.
- Must be able to mentor junior team members, as needed.