Desktop Specialist I / II

Desktop Specialist I / II

Portland, OR

Desktop Specialist I is part of Cambia's Infrastructure Field Services team that supports Cambia's population of 6,000 in 8 primary locations with 4 remote sites. Desktop Specialists are responsible for the Tier 2 support of the PC and MAC hardware environment, as well as phone systems, mobile devices, printing environment desktop software support and troubleshooting, security and vulnerability management, audio/visual and content management environment

General Functions and Outcomes

• Responsible for direct, world class customer support of desktop environment, which includes, but is not exclusive to, personal computers, laptops, printers, personal digital assistants, audio visual equipment and telephones.
• Break fix within 24 hours for desktop hardware and software.
• Configure, install and support soft phone systems.
• Asset management from end-to-end asset lifecycle.
• Remote technical support (via phone) possible on-call after-hours.
• Basic Printer hardware and support.
• Provide excellent customer service to all users, including senior leadership team.
• Process Adds, Moves, and Change requests of desktop/laptop/printer/phone equipment.
• Responsible for customer support through direct interaction with end users by telephone, chat, remote connectivity and dispatched trips to the desktop.
• Participate in the daily and long-term support requirements for the internal desktop environment. Take action as directed to ensure maximum system availability.
• Serve as a technical resource in the use of current and future enterprise software applications
• Provide assistance and training to staff in the Field Services Group.
• Analyze users' needs for non-standard PC applications and makes recommendations andor selects suitable products from Cambia approved list of applications.
• Develop and follow test plans for compatibility testing for hardware and software analysis and evaluation.
• Use wiring diagrams to install, troubleshoot, diagnose and repair hardware.
• Respond to and escalate issues and requests to ensure customer's needs are met.
• Provide input for the preparation of the department's operational budgets for the fiscal year.
• Administer file systems and tracking of asset inventory, databases, diagrams and other documents.
• Maintain high standards using the established asset management procedures and tools provided.
• Recognize need to always drive for improving personal, interpersonal, and increase technical and leadership skills/behavior. Seeks new knowledge independently, creatively craft own personal development. Is personally committed to and actively works to continuously improve him/herself. Works on compensating for weakness and limits.
• Adhere to policies, procedures, and standards in place within IT as well as all corporate policies, procedures and standards created by Cambia. Seeks to improve policies and procedures.

Minimum Requirements

• Ability to use problem solving skills to troubleshoot break fix issues with desktop, laptop, printer, soft phone, smartphone and software at desk side and over the phone.
• Proficient at analyzing and documenting Customer request requirements and problem symptoms to make recommendations and implement moves, adds, changes, and maintenance of desktop equipment, and internal data and telecommunication wiring infrastructure.
• Ability to determine end user's needs and competency level on PC applications and help users obtain needed skills through training classes and provide one on one training.
• Demonstrate technical aptitude for hardware certification testing (Dell tech direct) obtain cert within 03 months of hire
• Ability to work independently
• Superior problem-solving skills
• Excellent communication and first-class customer service skills
• Learn quickly and adapt to changes
• Demonstrate technical aptitude to complete hardware certifications and conduct UAT testing in support of engineering teams.

Normally to be proficient in the competencies listed above

Desktop Specialist I would have a Four-year Bachelor's degree in Information Systems or related field, and a minimum of one year work related experience. In lieu of the college degree a minimum of 1 to 2 years of relevant work experience in network and PC support is required. Microsoft Certified System Engineer (MCSE) will meet the educational requirements.

Work Environment

• Work primarily performed in office environment.
• Travel may be required
• May be required to be on-call 7 days a week, 24 hours a day on a departmental rotational basis.
• Required to be on call for business hours daily with shared on call rotation after hours.

We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A background check is required.

If you need accommodation for any part of the application process because of a medical condition or disability, please email [email protected]. Information about how Cambia Health Solutions collects, uses, and discloses information is available in our Privacy Policy. As a health care company, we are committed to the health of our communities and employees during the COVID-19 pandemic. Please review the policy on our Careers site.