Desktop Support I

Company Overview

Shriners Children’s is an organization that respects, supports, and values each other. Named as the 2025 best mid-sized employer by Forbes, we are engaged in providing excellence in patient care, embracing multi-disciplinary education, and research with global impact. We foster a learning environment that values evidenced based practice, experience, innovation, and critical thinking. Our compassion, integrity, accountability, and resilience define us as leaders in pediatric specialty care for our children and their families.

With 20+ hospitals, outpatient clinics, ambulatory care centers and outreach locations across the globe, we provide excellent care to children up to age 18 regardless of their family’s ability to pay or insurance status. Please click here to learn more about our locations.

CURRENT EMPLOYEES: Please log into Workday Click Here to apply internally through the "Jobs Hub"

Job Description

The Desktop Support I will provide technical support for Shriners Hospitals for Children users, Executive Leadership, Imperials Board members, Board of Governors, and affiliated vendors. They will provide assistance to end-user requests and incidents via email, telephone, remote connection, and at the user’s deskside.

The Desktop Support I must have a strong problem-solving aptitude along with the ability to give clear and detail instructions. They must possess the ability to collaborate and communicate with technical and nontechnical departments across the organization for incident resolution and task request.

The position requires the ability to work independently and as part of a team while prioritizing multiple requests. The position will provide support for multiple computing devices, Active Directory Users and Computers, Active Directory infrastructure components, Windows servers, services and applications, mobile devices, and IP phones.

Responsibilities also include resolving customer reported problems, installing hardware and software, and providing general IT support services for user reported problems. Additional tasks include end user support, license tracking, and performing PC and Server maintenance, upgrades and configurations (hardware and software).

This is a hybrid position based at our Corporate Headquarters in Tampa, FL with a weekly schedule of 4 days working onsite and 1 day working remote.

The Desktop Support I will participate in a 24-hour IT emergency line rotation with other IT staff.

• Identify and provided documentation to process and procedures stored in the knowledgebase.
• Maintain system documentation, reports, business correspondence, user instructions, and procedure manuals.
• Coordinate and participate in key process improvements as they relate to the desktop environment.
• Provide documentation and training guides for team processes.
• Assist and maintain in the management and tracking of hardware assets and software licensing installation and compliance.
• Develop records of daily data communication transactions, issues and remedial actions taken or installation activities.
• Update status to manager and users through voice mail, email and in-person communication.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
• Participate in rotation on audio visual support assistance for special events and meetings both onsite and at remote locations. (Overnight stay may be required)
• Perform support and assistance for meeting request as training sessions, presentations, video conference, and establishing and maintaining audio conference bridge communications.
• Provide document and results of all work performed as necessary.
• Deploy and maintain SHC hardware devices including computers, servers, printers, network components, mobile devices, and accessories.
• Deploy and maintain SHC Windows Operating Systems, Applications, Utility Software, Clinical and Business Productivity Programs including internal and 3rd party applications.
• Follow established process and procedure for control oversight, modification of system configurations, utilities, software updates and patch levels, and hardware settings.
• Perform timely workstation hardware refreshes and software upgrades as required as identified.
• Deploy and support SHC standard and approved Windows operating systems and Microsoft Office suite products.
• Deploy and maintain corporate approved mobile devices and mobile device management infrastructure. (Responsibilities include procurement and life cycle management of the device.)
• Troubleshoot and diagnosis device connectivity issues related to wire, wireless, and remote VPN connections.
• Perform administration task and management of computers in Active Directory Users and Computers.
• Perform other duties as assigned for ensuring the efficient and effective functioning of the work unit.
• Work as a team member with other technical staff members, to ensure timely response and problem resolution to end users for the purpose of providing excellent customer service.
• Ensure all data being processed, stored or accessed by the network maintains confidentiality for the purpose of ensuring secure data.
• Coordinate and participate in key process improvements as they relate to the desktop environment.
• Participate in the after-hours “on-call” rotation schedule.
• Perform technical review or evaluations of new or existing products or software as assigned.
• Provide clear and detailed closure comments for customer review.
• Coordinate with other IS departments to ensure systems are accounted for, in place and functioning for daily work and special events such as training sessions, presentations and meetings.
• Respond to service tickets, update, resolve, and adapt to adjusted service schedules for customer priority and team assigned tickets.
• Orient and train users in use of hardware/software when needed.
• Record all support activities, progress, actions, and status tasks within the SHC ticketing system and ensuring that ticket response and resolution meet current department service level targets.
• Assist with the onboarding and off boarding (new agreement engagement) of new users.
• Monitor and respond quickly and effectively to VIP requests received through the ticketing system and/or direct mobile support line.
• Provide exceptional customer service through consulting, installation, support, training, and troubleshooting for the end-user community as well as practicing the following customer support skills: face-to-face; telephone skills; internet and email skills; reliability; timeliness and effectiveness.
• Escalate problems and issues to a functional support teams. This includes service that exceeds response time, repair time, lack of parts, or any other issue for the purpose of providing excellent customer satisfaction.

Required Qualifications:

• Technical with 1 - 3+ Years IT Experience field of study
• Knowledge of TCP/IP routing and troubleshooting techniques
• Experience with desktop operating systems including Microsoft, and Mac OS X
• Working knowledge of troubleshooting wireless attached devices in an enterprise environment.
• Working knowledge of a range of diagnostic utilities.
• High-level understanding of project management.
• Knowledge and experience working with Windows OS image solutions and PXE environment.
• Knowledge and ability to create automated software packages and installation options.
• Working knowledge of scripting and PowerShell commands.
• Working knowledge of Microsoft Windows client operating systems as well as various software packages including Microsoft Office and Adobe Acrobat.• Excellent IT skills and computer literacy.
• High School Diploma/GED

Preferred Qualifications:

• Bachelor's degree or equivalent experience/certifications
• Certification in Information Technology (A+, MCP, MCSE or comparable technical certification)