Field Support Technician

Desktop Support Technician / IT Service Support Specialist

Position Overview

We are seeking an experienced Desktop Support Technician / IT Service Support Specialist to provide onsite technical support while covering a team member on an extended leave of absence (2–3 months). This role is based primarily at The James Cancer Center on the Columbus Main Campus and requires supporting end users across multiple facilities within the campus environment.

The ideal candidate will have strong hands-on experience troubleshooting hardware, software, and network-related issues, excellent customer service skills, and the ability to work independently in a fast-paced healthcare environment.

Schedule & Location

Schedule:

Monday–Friday, 7:00 AM – 3:30 PM

Duration: 2–3 Month Contract Assignment

Primary

Location:

The James Cancer Center, Columbus Main Campus

Travel:
Campus-wide travel required via campus shuttle/bus transportation. No mileage reimbursement provided.

Key Responsibilities End User Support

• Serve as the first point of contact for IT-related incidents and service requests.
• Provide onsite and remote troubleshooting support for desktops, laptops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Deliver exceptional customer service with a focus on first-contact resolution.

IT Service & Incident Management

• Receive, document, prioritize, and track service requests through the ticketing system.
• Escalate complex issues to appropriate support teams while maintaining ownership through resolution.
• Monitor and follow up on escalated incidents to ensure timely completion.
• Communicate system outages, service interruptions, and status updates to end users and IT leadership.

Desktop & Device Support

• Install, configure, deploy, and support workstation hardware and software.
• Perform break-fix troubleshooting, maintenance, upgrades, and equipment replacements.
• Support workstation imaging, software deployments, and hardware refresh projects.
• Assist with user account setup, device provisioning, and technology onboarding activities.

Multi-Site Technical Support

• Provide onsite support at multiple campus facilities, regional offices, and healthcare locations as needed.
• Travel between assigned facilities using campus transportation.
• Support project-related initiatives, workstation moves, and technology deployments.

Operational Support

• Perform preventative maintenance activities on supported devices.
• Document troubleshooting steps, resolutions, and technical procedures.
• Maintain accurate asset and inventory information.
• Follow established IT policies, procedures, and security standards.

Required Qualifications

• Minimum 5 years of experience in a Desktop Support, IT Support, Service Desk, or Technical Support role.
• Experience supporting users in a multi-location environment.
• Strong troubleshooting skills for Windows operating systems, desktop hardware, laptops, printers, and peripherals.
• Experience working with ticketing systems and incident management processes.
• Ability to prioritize multiple tasks and support requests in a dynamic environment.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.

Preferred Qualifications

• Experience supporting healthcare, hospital, or clinical environments.
• Knowledge of Microsoft 365, Active Directory, and endpoint management tools.
• Experience with hardware deployments, refreshes, and lifecycle management.
• Familiarity with ITIL-based support processes.
• Experience supporting network connectivity and peripheral devices.

Technical Skills

• Windows 10/11
• Microsoft 365
• Active Directory
• Hardware & Software Troubleshooting
• Printer Support
• Device Imaging & Deployment
• Incident & Ticket Management Systems
• User Account…