JOB DESCRIPTION JOB TITLE: Desktop Support Specialist II DEPARTMENT/DIVISION: Information Technology STATUS: Full Time, Exempt REPORTS TO: CIO DATE: 11/1/2024 Premier Medical Group of the Hudson Valley is comprised of more than 400 dedicated team members who make patient care a top priority every day. As an all-specialty medical practice, Premier Medical Group offers depth of care in both medical and surgical specialties in the fields of urology, gastroenterology, cardiology, rheumatology, neurology, podiatry, dermatology, gynecology, and internal medicine, including pulmonology, endocrinology, nephrology, and family practice. We offer a full range of competitive benefits to our employees, including comprehensive medical insurance, dental and vision coverage, several voluntary benefits, generous paid time-off, paid holidays, 401K/profit sharing contribution, tuition reimbursement, and much more! If you’re looking to join a team of exemplary employees, you’re committed to providing exceptional patient care, and you represent our core values, then we encourage you to explore our current openings. POSITION SUMMARY: The Desktop Support Specialist II ensures that end-users receive efficient and effective IT support. Responsible for helping with projects and day-to-day operations. Responsible for a high level of computer hardware / software technical support services throughout all facilities and business associates. DUTIES AND RESPONSIBILITIES + Incident management: Monitoring incidents and servicing end user needs. + Perform activities related to endpoint support of technology. + Optimize the utilization of endpoint systems. + Communicate effectively with department, organization, and external entities. Must possess excellent interpersonal skills, which includes communication (both written and verbal) + Deliver timely and high-quality problem resolution and escalation services. Provide solutions for users. + Supports project initiatives with a team centric approach. + Request fulfillment: Providing client support for hardware, software, and network services. + Provisioning: Assisting with the implementation, and maintenance of desktop environments. + Maintenance: Coordinating and scheduling vendors and maintenance providers. + Break/fix management: Troubleshooting IT hardware and software issues. + SLA: Managing work to established service levels. + Team collaboration: Support a team culture to improve performance, associated metrics, and identifying training needs. + Project: Support organizational projects and tasks. + Vendor relationships: Work with existing vendor relationships in support of end user needs. + Escalated incidents: Handling escalated incidents. + Strong analytical and technical aptitude. + Strong organizational, time management, and problem-solving skills. EDUCATION & EXPERIENCE + College or technical school graduate, or similar direct appropriate work experience, or an appropriate combination of education, certification, and experience in a related field from an institution. + Minimum of (2-3) years of progressive computer hardware /software experience with direct work experience. + Industry certifications are a plus. + Strong Microsoft desktop OS and endpoint management experience required. + Knowledge of Microsoft O365 is a plus. + Knowledge of endpoint management tools such as Intune is a plus. + Fundamental understanding of network and server technology concepts and services. + Fundamental understanding of IP addressing, subnetting and VLAN concepts. + Scripting and automation knowledge is a plus. QUALIFICATIONS & REQUIREMENTS + Inter-office travel mandatory + Work environment may be occasionally hectic and stressful. + Heavy telephone contact and heavy support ticket documentation + Heavy technology research and self-learning. + Team based knowledge sharing environment. + May occasionally be required to lift up to 50 lbs. + Required to maintain department cleanliness in support and inventory areas. + Required to assist in inventory management. + After hour and weekend support required during projects and support issues. + Mandatory On call rotation. + Flexible in work assignments.