Desktop Support Technician

Overview

Insight Hospital and Medical Center Chicago is seeking a dedicated Desktop Support Technician to join our IT team. The Desktop Support Technician provides technical support to staff, ensuring smooth operation of desktop systems and peripherals. The ideal candidate will have strong technical skills, excellent problem-solving abilities, and a passion for delivering exceptional customer service.

These duties are performed in a highly confidential manner, following the mission, values, and behaviors of Insight Hospital and Medical Center. Employees are expected to provide high-quality care, service, and kindness toward all patients, staff, physicians, volunteers, and guests.

• Provide first-level technical support to end-users regarding desktop hardware, software, and peripherals.
• Diagnose and troubleshoot desktop-related issues, including hardware and software problems, network connectivity issues, and printing errors.
• Install, configure, and maintain desktop operating systems, applications, and software updates.
• Set up and deploy desktop computers, laptops, mobile devices, and other IT equipment for new employees.
• Set up conference room with AV equipment as needed.
• Provide support for Ring Central phone system and escalate issues as needed.
• Set up new users in Ring Central portal, assign numbers, extensions, and setup voicemail.
• Perform routine maintenance tasks, such as system updates, antivirus scans, and backups, to ensure security and stability of desktop systems.
• Document and track support requests, resolutions, and user interactions in the IT ticketing system.
• Collaborate with other IT teams to escalate and resolve complex technical issues in a timely manner.
• Provide user training and assistance on basic IT tasks, such as password resets, email setup, and software usage.
• Assist with IT projects and initiatives, such as hardware refreshes, software upgrades, and system migrations.
• Set up and delete user accounts in AD and assign permissions via group memberships.
• Set up printers on users  computers and map network drives as needed.
• Must be on call during weekends and off hours as required.

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 2+ years of experience in desktop support or a similar IT support role.
• Strong technical knowledge of desktop hardware, operating systems (Windows, MacOS), and productivity software (Microsoft Office, Office 365).
• Experience troubleshooting desktop-related issues, including hardware and software problems, network connectivity issues, and printing errors.
• Familiarity with ITIL best practices for incident management, problem management, and change management.
• Excellent communication skills and ability to interact professionally with end-users of all technical levels.
• Strong problem-solving abilities and a proactive approach to identifying and resolving IT issues.
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

• Competitive salary.
• Comprehensive healthcare benefits.
• Retirement savings plan.
• Paid time off and holidays.
• Professional development opportunities.
• Employee wellness programs.

Insight Employees are required to be vaccinated for COVID-19 as a condition of employment, subject to accommodation for medical or sincerely held religious beliefs. Insight is an equal opportunity employer and values workplace diversity.