Specialist, IT Desktop Support
ICU Medical · Salt Lake City, Utah, US
Position Summary As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation...
Job description
Position Summary As a member of the IT Desktop Support team, this position is responsible for interfacing with the IT Service Desk as a 2nd level escalation in user communication and technical support. This position will work extensively within the Incident, Service Request, Knowledge, and Asset Management processes; ensuring proper troubleshooting, restore, and completeness of services requested by the customer or internal IT teams. Technology support is focused on all desktop interaction points that a customer may engage with, including, access provisioning, hardware deployment, software management, general support and questions, compliance, and IT purchasing. Essential Duties & Responsibilities: - Provide support to end users or processes that cannot be resolved by 1st level support (Service Desk) - Work with end users and provide support services aligned to defined service level agreements (SLA) and to ITIL standards - Monitor, troubleshoot and maintain all end user computing technologies including, but not limited to, desktops, laptops, docks, monitors, printers, LAN, phones, conference devices, mobile devices and related Operating Systems and software - Uphold and implement s...