Senior Desktop Specialist

Under direct supervision of the Information Technology (IT) Department’s Desktop Services Manager and Service Desk Supervisor, the Senior Desktop Specialist performs highly complex configuration, administration and maintenance duties for SRPMIC desktop computers, laptops, peripherals, operating systems, application software, mobile devices and related equipment. This job class is treated as FLSA Exempt. This is a driving position.

Essential functions may vary among positions and may include the following tasks, knowledge, skills, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be comprehensive list of tasks performed by all positions in this classification.

Distinguishing Features:

The Senior Desktop Specialist is distinguished from the Desktop Specialist II position by the complexity of assignments, level of technical knowledge, project roles and responsibilities, leadership and mentoring responsibilities, and ownership and responsibility for desktop tools and systems. The Senior Desktop Specialist assigns tasks and oversees staff as needed and provides technical and project leadership to the team. The Senior Desktop Specialist will also act as the lead to coordinate the resolution of issues that may cross between IT divisions. This job class has a broad understanding of information technology and the ability to adapt and constantly learn new technologies. The Senior Desktop Specialist must be able to deal with ambiguity, constant change and must possess the ability to function independently and collaborate effectively on a team.

Examples of Tasks

1. Service Desk: Follows established guidelines and expectations, answers calls from end users in a timely and efficient manner. Responds to questions and problems according to established service level agreements or forwards to more experienced staff. Logs questions and problems and records action taken in Service Desk Ticketing System.

• Assists level I and level II Desktop Services staff with problem resolution and ensures that appropriate escalation procedures are followed. Provides related training as required.
• Acts as a final level tiered support for service desk staff in resolving end user issues. Works closely with all IT support personnel and related technical areas to resolve end-user problems.
• Analyzes trends in service desk activity and works closely with Desktop Services Supervisor and Manager to respond to issues and concerns.
• Works with Desktop Services Manager to ensure and provide appropriate training for support staff to effectively perform their job.
• Provides support for VIPs and other high-profile users.
• Takes ownership of high priority issues that impact the entire organization or department and performs root cause analysis.
• Actively participates as a resource on IT projects and may be called on to lead efforts, such as computer deployments, OS upgrades and migrations, network and infrastructure upgrades, application upgrades, technology lifecycle refreshes and continuous improvement efforts.

2. Hardware/Software Installation, Configuration and Troubleshooting: Provides advanced and Tier III desktop support including configuration and troubleshooting services for computers, mobile phones, Windows operating systems, application software and other related hardware and software.

• Performs all desk side support functions as needed to support end-user issues. Takes ownership of issues unable to be resolved by IT Technicians or level I or level II Desktop Specialists.
• Performs computer imaging, configuration, profile migration and software deployment using various desktop deployment tools. Develops and documents standard operating procedures for all such processes.
• Installs, configures, troubleshoots, and repairs desktop computers, laptop computers, printers, and other peripherals. Coordinates as necessary any 3rd party vendor repair, installation or deployment services.
• Works with Desktop Services Manager to analyze, develop, modify and maintain Desktop Services procedures to ensure consistency with current environment standards.
• Maintains and applies an in-depth knowledge of SRPMIC systems, applications and related areas in order to diagnose and resolve end user problems.
• Reviews all user submitted requests for computer hardware and software for compliance with SRPMIC standards. Works with vendors to evaluate new products and develop SRPMIC hardware and software standards. Maintains and updates the IT Store (internal website of approved hardware).
• Develops and maintains quality assurance process for testing and verifying all images and packages.
• Tests, packages and deploys monthly Microsoft and 3rd party security patches and updates.

3. Leadership: Provides leadership and promotes shared responsibility among the team.

• Assumes the role of Desktop Services leadership.
• Leads the effort in the development and enhancement of standards and procedures related to desktop tools, product testing, processes and training.
• Continually seeks to further group empowerment and conflict resolution.
• Functions as a team leader to assist in coordinating work between team members. Organizes and manages interdepartmental activities to ensure quality service delivery.
• Provides project management leadership to the team.
• Personifies leadership and promotes shared responsibility amongst teams.
• Listens and communicates effectively with a diverse group of people.
• Evaluates overall and individual work performance to determine effectiveness in providing quality products and services delivered to customers.
• Champions continuous improvement efforts within the Desktop Services division, Information Technology department, and the Community.

4. Supervision: Assists with the routine supervision of assigned Desktop Interns, OJT’s, Technician, and Desktop I & II staff.

• Prioritizes and coordinates staff workflow and provides training and assistance as needed.
• Prepares input to be given on EPARs for assigned staff that are reviewed and approved by the Desktop Services Manager or Service Desk Supervisor.
• Assist with ticket queue management and distributes tickets to other Desktop staff as appropriate.
• Acts as a single point of contact when Desktop Services Manager or Service Desk Supervisor is unavailable.
• When applicable works with Site Coordinators or Project Managers under the direction of the Desktop Services Management team to complete projects and tasks.

5. Mentorship & Training: Mentors Desktop Services Staff to attain the technical and customer service skills necessary to perform independently and attain further career progression goals.

• Mentors SRPMIC staff, customers and vendors on desktop services processes and protocols.
• Provides training as needed to SRPMIC IT staff on the use of desktop tools, products, and procedures.

6. System Administration: Performs administration tasks and takes ownership of various desktop systems and tools (asset management, desktop administration, anti-virus, Service Desk ticketing system, etc.).

7. IT Asset Management: Follows established asset management guidelines and procedures. 

• Uses desktop tools to query, update and track SRPMIC computers and ensures that all SRPMIC assets are properly tracked and disposed of.
• Performs periodic audits of assets and is responsible for asset inventory accuracy.

8. Community/Government Events: Provides IT support for Community or Government events as needed. May require work during non-business hours.

• This includes, but is not limited to, weekly Tribal Council Meetings.

9. Knowledge Management System: Assist in creating and maintaining the Knowledge Management System by identifying, creating, and modifying documentation for solutions to issues.

10. Special Projects: Performs a variety of ad hoc special projects as assigned by the IT management staff.

11. Miscellaneous: Performs other IT job related tasks or assignments as needed assigned by the Desktop Services Manager, Service Desk Supervisor, Assistant IT Director (Infrastructure & Operations) or IT Director/CIO to support customers and the Community.

Knowledge, Skills, Abilities and Other Characteristics:

• Knowledge of the history, culture, laws, customs and traditions of the SRPMIC.
• Expert knowledge of Microsoft Windows OS (Windows 7 and 8), Office (2010 and 2013), anti-virus and other desktop software and tools.
• Expert knowledge of configuring and troubleshooting desktop computers, laptop computers, printers, and other related hardware.
• In-depth knowledge of Microsoft Active Directory, Print Servers, DHCP, DNS and Group Policy.
• Knowledge of some scripting: (Batch, SQL, VB, Power Shell, Java).
• Advanced skill with Help Desk procedures and problem resolution.
• Knowledge of Microsoft Solutions Framework or other project management methodology.
• Knowledge and understanding of ITIL concepts.

• Skill resolving software installation problems.
• Skill with verbal and written communication.

• Ability to develop and maintain positive and effective working relationships with all levels in the department and Community.
• Ability to accurately diagnose software and hardware related problems and take appropriate, timely and accurate corrective action.
• Ability to communicate with customers and keep them informed on the status of projects and requests.
• Ability to work independently on complex projects while maintaining confidentiality
• Ability to create, maintain and share process documentation.
• Ability to interact with computer users at all levels of staff and provide one-on-one instruction.
• Ability to provide leadership mentoring and direction to other Desktop Services staff.
• Ability to keep up with the changing trends in the Desktop and IT industry.
• Ability to lift and carry computer equipment; approximately 20 lbs.

Minimum Qualifications

• Education: A Bachelor’s degree from an accredited college or university in Information Systems, Management of Information Systems, Computer Science, Software Engineering or related discipline is required.

• Experience: Five (5) years’ work experience installing and supporting desktop computers and related operating systems, software, and peripherals in a government or enterprise environment required.
• The following experience is highly preferred:
  1. CompTIA A+ Certification.
  2. CompTIA N+ Certification.
  3. Current Microsoft Windows Operating System Specialist Certification or the ability to achieve Windows Operating System Certification within 6 months of hire.
  4. HDI Certified Desktop Technician or the ability to achieve HDI certification within 6 months of hire.
  5. Dell hardware certification or the ability to achieve Dell certification within 6 months of hire.
  6. GIAC Certified Windows Security Administrator (GCWN)

• Highly prefer extensive experience with the following:
• Installation and administration of an enterprise desktop management system such as Microsoft System Center Configuration Manager, Altiris, CA, LAN Desk.
• Installation and administration of a Service Desk ticket management system such as Microsoft System Center Service Manager, BMC Remedy, HEAT, Track-IT or Service Now.
• Implementation, administration and use of Desktop imaging and deployment tools such as Microsoft System Center Configuration Manager, Ghost Enterprise or LAN Desk.
• Installation, configuration and troubleshooting of network multifunction devices.
• TCP/IP networking and connectivity.
• Equivalency: Any equivalent combination of education and/or experience that would allow the candidate to satisfactorily perform the duties of this position, will be considered.

• Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill.

Special Requirements

• Maybe be required to work beyond normal work hours including nights, weekends and holidays.
• Participates in on-call rotation providing 24x7 support. Responds to phone calls and emails and documents all tickets during assigned on-call period.
• May be required to complete a Salt River Police Department (SRPD) background check and polygraph examination.
• May be required to receive and maintain a Salt River Pima-Maricopa Indian Community, Community Regulatory License and State Certification (ADOG).
• All applicants applying for, jobs will be subject to Pre-Employment Drug Test and extensive Fingerprint and Background Check. In addition, all employees providing services to a campus with children will be subject to the “Community Code of Ordinances”, Chapter 11, “Minors”, Article X. “Investigation of Persons Working With Children”, random drug testing and completion of a background check every five (5) years.
• Must possess and maintain a valid Arizona Driver’s License.
  

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check.

$92,620.00 - $129,669.00 Annually