Desktop Specialist I/II-013068

Summary

The Desktop Engineer's role is to install, analyze, troubleshoot, repair and maintain desk side related hardware and software. This includes desktop and laptop PC's, associated peripherals, monitors, printers, scanners, standard software applications, and virtual desktops. The incumbent provides on-call rotation support 24x7x365 along with onsite departmental coverage during both core and non-core hours including nights, weekends and holidays as deemed necessary by Management.

Essential Responsibilities/Accountabilities• Installs, configures and maintains all PC related hardware including laptops, desktops, tablets, motherboards, CPUs, memory, video cards, hard disk drives, optical drives, Virtual Desktop Infrastructure (VDI), and other miscellaneous components.• Installs, configures and maintains all standard PC software such as; Outlook, Microsoft Office, McAfee Encryption and Anti-virus, and other approved software.• Performs moves of all Desktop hardware in conjunction with the Move Team.• Troubleshoots, diagnoses and repairs malfunctions with hardware and software. • Works with customers to resolve problems using available technology. • Trains customers in the use of hardware and software when applicable.• Provides timely resolution and follow-up on requests and projects based on severity and in accordance with the service level agreement.• Keeps abreast of all software and hardware used and supported by the organization.• Works closely with all IT areas (ex: Security, Network, Systems, Application Development, Engineering) throughout The Lifetime Healthcare Companies. • Keeps management informed of issues and/or problems. • Introduces small scale process improvement and documentation currency consistently to ensure accurate management of the overall computing and application environment.• Provides direction and oversees Intern/Contract/Temp help, as needed.

• Performs a weekly hardware inventory of all assets in the stockroom.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are in compliance with these requirements.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Level II:

• Leads smaller size projects as directed by Management • Develops expertise in a specific desktop technology discipline and acts as a company SME in that area

• Proficient in supporting/troubleshooting all applications and hardware within the organization.
• Above average ticket resolution and consistently meets SLAs
• Above average Customer service skills

• Serves as mentor and provides direction to the junior level Desktop Engineers
• Trains new staff members to use our systems such as: Landesk, ServiceNow, McAfee ePO, etc.
• Authors new Standard Operating Procedures as well as assists in maintaining existing SOPs.
• Presents new projects, workflows, and/or updates to the entire Desktop Team.
• Ability to independently resolve more complex issues requiring detailed systems and applications knowledge.
• Ability to independently identify trends in issue reporting and come up with preventative solutions or engage the proper resolver groups.
• Meets personal and company goals.
• Continues learning and training on new technologies.

Minimum Qualifications• Associates degree in Computer Science, Information Technology or relevant field (or two additional years related work experience in lieu of degree).• Must have a thorough knowledge of all relevant Microsoft Operating Systems, Windows certification preferred.

Certification relevant to current Operating System's/Applications supported in the organization (Examples may include A+, Microsoft Certifications, or other End User computing hardware certifications).• Must have experience in, Active Directory, Outlook, Microsoft Office, Citrix, VPN, Internet, Intranet, mobile computing, and Security. • Excellent interpersonal skills with a focus on rapport building, listening and questioning skills.• Strong written and oral communications skills both technical and non-technical. • Highly self-motivated with the ability to present ideas in user-friendly language.• Ability to effectively prioritize and execute tasks in a high-pressure environment.• Proven analytical and problem-solving abilities and a keen attention to detail.• Ability to conduct independent research into a wide range of computing issues as required.• Excellent customer service skills. • Experience working in a team oriented collaborative environment.• This job requires shift work to ensure appropriate operations of the Health Plan computing environment 24x7x365.

Physical Requirements:• Must be able to lift and transport moderately heavy objects of at least 30 pounds such as computers and peripherals.• Must possess the ability to sit for long periods and view information on computer monitor.• Willingness to provide 24x7x365 support, some weekend work.• Ability to travel across regions.

The Lifetime Healthcare Companies aim to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)