Desktop Support Associate

Summary

In alignment with Gift of Life Michigan’s core purpose and core values, the Desktop Support Associate is responsible for serving as the initial point of contact for end-user support requiring diagnosis, troubleshooting, and repair. This position also supports the management of end-user devices, new hardware, software, peripherals, and accessories.

Duties & Responsibilities

The following job duties and responsibilities are stated in broad terms and not intended to be inclusive.  Those in bold are essential duties of the position:

• Act as initial point of contact for end-user support.
  • Diagnose, troubleshoot, and repair end-user hardware including Windows, Android, Mac, and iOS devices.
  • Diagnose, troubleshoot, and repair Office 365 applications, proprietary systems, and interfaces.
  • Document end-user support requests in a call tracking system and maintain communication with users regarding ticket status.
• Support management of Gift of Life owned end user devices (including desktops, laptops, monitors, iPads, hotspots, and printers). Track and maintain inventory of ITS assets, including purchasing and stocking commonly used items.
• Support management of new hardware, software, peripherals, and accessories including coordination of shipping and receiving for end users. Plan, schedule, and coordinate new hardware and software deployments across the organization. Support management of hardware lifecycles and equipment for end-of-life cycles, including preparation for e-waste.
• Configure end user software, including operating systems, applications, interfaces, and user accounts.
• Participate in projects for end-user support, including budget estimates and timelines.
• Provide support, training, and assistance for audio/visual needs.
• Support other team members as required and cross-train on current and new technologies with other ITS team members.
• Assist with establishment of ITS policies, standard operating procedures, and systems, and coordination of ITS projects as needed for prioritization and tracking.
• Perform other duties as assigned.

Education and/or Experience

Required

• Associate degree in computer science or a related field, or equivalent combination of education, certifications, and experience.

Preferred

• Experience configuring and maintaining hardware/software.
• Experience teaching non-technical individuals about hardware/software basics.
• Experience supporting Windows, Apple iOS, and other mobile device platforms.
• Prior experience in a healthcare organization, transplant center, or organ/tissue procurement organization.

Knowledge, Skills, and Abilities (KSA)

• Written and verbal fluency in English.
• Ability to exercise initiative, critical thinking, and problem-solving.
• Proficiency with Microsoft Office programs, including Outlook and Teams and other technology systems used in business operations.
• Strong organizational skills and ability to manage multiple and competing priorities.
• Demonstrate attention to detail.
• Ability to establish and maintain relationships with internal and external customers and vendors that allow for great customer service.

• Strong communication skills, both verbal and written. 

Organizational Culture Expectations

• Demonstrate the competencies of Professional, Determined and Compassionate.
• Maintain a motivated and positive attitude.
• Support an inclusive work environment.
• Ability to successfully collaborate and work as a member of an interdisciplinary team.
• Actively seek improvements.
• Always maintain a safe working environment and use of Universal Precautions.
• Maintain appropriate level of confidentiality in all areas dealing with sensitive, protected, and confidential information.