Desktop Support Specialist

The Desktop Support Specialist under the direction of the Manager, IT Infrastructure, provides support to staff on all company computer systems. The Desktop Support Specialist is responsible for troubleshooting Information Technology (IT) related problems, determining the source, and advising on appropriate action. 

ESSENTIAL JOB FUNCTIONS

General Responsibilities

• Installs and configures Operating Systems on laptop and desktop computers.
• Installs and configures all laptop and desktop applications, i.e. MS Office, Antivirus. 
• Ensures all IT Staff complete onboarding and offboarding responsibilities via completion of the Onboarding and Offboarding Checklist prior to the start or termination date.
• Manages enterprise VOIP telephony and collaboration platform (RingCentral) including onboarding, offboarding, modification requests, and support requests.
• Answers staff questions via phone, helpdesk ticketing system, and in person.
• Triages helpdesk tickets.
• Escalates helpdesk tickets to Tier 2 or Tier 3 as appropriate.
• Troubleshoots computer problems and maintains records via helpdesk.
• Determines source of computer problems, i.e., hardware, software, network, and user.
• Consults with Manager and other staff on appropriate action.
• Serves as liaison between staff and the technology department to resolve issues.
• Documents resolutions for future reference via help desk ticketing system.
• Performs hardware installations, maintenance, and repair on desktop/laptop computers and other technology devices.
• Provides user training to staff members.

Other Responsibilities

• Maintain confidentiality regarding the information being processed, stored, or accessed by the network.
• Assist personnel of other departments as a computer resource. 
• Will follow other instructions/directions and will perform other related duties as required by the needs of LifeCenter and leadership team.
• Participates in, and may lead, employee committees and events.
• Complies with applicable laws, regulations, and LifeCenter policies and procedures.

KNOWLEDGE, SKILLS, ABILITIES

• Advanced technical knowledge of Microsoft operating systems and applications.
• Technical knowledge of mobile devices including iPhones. 
• Experience with integrated telecommunications environments (PC/cellular) is preferred.
• Experience with voice over IP.
• Non-profit and/or medical environment experience is preferred.
• Perform and/or oversee software and application installation and upgrades.
• Install, configure, and maintain personal computers.
• Document network problems and resolutions for future reference.

BEHAVIORAL REQUIREMENTS

The employee in this position must uphold the core values of LifeCenter; these include:

• Integrity: We are trustworthy, reliable, respectful, and accountable.
• Collaboration: We work in partnership with others, seeking to understand and be understood, and finding common ground and shared goals to build upon together.
• Courage: We take personal responsibility and face challenges head-on.
• Service: Through professionalism and dedication, we honor our commitment to serve others and our obligation to be good stewards of the gift of life.

LifeCenter Northwest offers medical, dental, vision, basic life insurance, accidental death & dismemberment insurance, long-term disability insurance, and travel accident insurance. Employees have the option of enrolling in supplemental life insurance. Employees enrolled in our 403(b) program will receive an employer match of up to 7% after one year. LifeCenter encourages all employees to find balance and well-being and provides all employees access to an Employee Assistance Program (EAP), a membership to BurnAlong Wellness Platform, and provides a quarterly Wellness Reimbursement. Employees enjoy paid holidays throughout the calendar year and earn 119 hours of PTO annually (to start) with an additional Extended Illness Bank of hours that accrues up to 48 hours annually, and three weeks of paid parental leave after one year of service is complete. A comprehensive review of benefits can be found here.

The pay range for this role is provided above. Where a candidate’s compensation falls within this range is based on several bona fide factors such as experience, tenure, and other specialized knowledge. LifeCenter Northwest is committed to providing its employees equitable and competitive compensation.

This position is eligible for additional compensation to the base pay rate in the form of overtime.

Based on considerations of various state requirements within our service area, Organ Procurement Organization industry practices, our hospital and community partner requirements, and our commitment to the safety of our people and communities, LifeCenter Northwest has made the decision to require members of our workforce to be fully vaccinated and have a booster shot for COVID-19.

Proof of vaccination, or applicable medical or religious exemption will be required as a condition of employment upon offer. For those that need to complete the vaccination series, start dates will be adjusted.

 LifeCenter Northwest is proud to be an Equal Opportunity Employer.