Help Desk Support Specialist - St. Paul's Senior Services

BASIC FUNCTION: Serves as the technical expert working independently and as a member of a cross-functional group of technical staff responsible for updating and enhancing the enterprise-wide desktop infrastructure, including hardware and application software and server-based software supporting this infrastructure.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform all hardware and software upgrades, deployment, repairs and maintenance of all Personal Computers & Apple Mac computers, laptops, monitors, printers (LaserJet, Inkjet, Land Plotters), and any other attachable peripherals.
• Responsible for remote management of enterprise desktop computers, including remote control, patch updates, software distribution, and hardware and software inventory. Create and perform database queries of inventory information to provide management with reports useful for license management and software and hardware upgrade planning.

• Asset tag, label, configure and install all new desktop computers including personal computers, Macs, laptops, monitors, and printers.

• Creation and installation of network stored images and other software titles on personal computers, laptops, and Apple Mac computers.

• Assist in creation of network diagrams and installation of cable runs.
• Engineer secure, cost-effective, and manageable mobile solutions for end users throughout the enterprise including Wi-Fi, Bluetooth and other broadband technologies.
• Monitor the effectiveness of all technologies deployed and engineer improvements or new solutions based on end user feedback and usage data.
• Provide support for business/production applications as well as standard word processing, spreadsheet and presentation applications.

MINIMUM QUALIFICATIONS: 

• Person should be familiar with advanced troubleshooting and configuration in the following operating system environments:  Windows, Mac Operating systems

• Person should have the ability to lift heavy computer equipment such as computers, and printers, sometimes weighing up to about 90lbs.
• Microsoft Certified Professional (MCP) and other related certification highly desired.
• Familiarity with the Windows Registry, Windows Management Instrumentation (WMI), Group Policy, Windows Script Host (Cscript, Wscript), VBscript, and Active Directory.
• Ability to communicate clearly and concisely, both orally and in writing.
• Person should obtain a valid drivers license and insurance.

EDUCATION AND/OR EXPERIENCE:

• Person should have an Associates Degree (A.A.) or equivalent from a two-year college or technical school, and have 2 to 3 years minimum experience troubleshooting and repairing personal computers and laser printers, or equivalent combination of experience and education.
• Person should have minimum 12 months experience troubleshooting cabling in a network environment, and be familiar with the usage tools such as cable testers, punch down tools, cable crimpers, and cable toners.

PHYSICAL REQUIREMENTS: May on occasion need to push, pull, lift and carry objects up to 90 pounds.  Will consistently need to perform moderately difficult manipulative skills such as keyboarding.  Must be able to walk, stoop, squat, and sit for prolonged periods of time.  Less frequently, will need to reach above shoulders, bend and kneel.  At times, will be required to drive a motor vehicle.   Occasionally will need to read fine print.  Must be able to distinguish normal sounds where there is background noise, as in answering telephones, intercoms, etc.  Must be able to speak and make self-understood. 

MENTAL REQUIREMENTS:  Frequently will need to concentrate on fine detail where there are minimal to some distractions.  Somewhat less, there may be significant distraction.  Must be able to attend to tasks and functions for 60 minutes or more at a time.  Frequently will need to understand and relate to specific ideas generally one at a time.  Regularly, must understand and relate to theories behind several related concepts.   Must be able to consistently remember multiple tasks and assignments given to self and others over a period of a number of days.  Less frequently, must be able to remember tasks and assignments over long periods of time.

ENVIRONMENTAL REQUIREMENTS:  Working environment will generally be of an office nature.  Some aspect of job may be outside of St. Paul's facilities, which may require some degree of exposure to seasonal conditions in outside weather.  The position may have, on occasion, an exposure to dust.  Occasionally may be exposed to the following environmental hazards including, but not limited to: fleas, bed bugs, scabies, dust mites, etc.