Regional Desktop Support Technician

Job Details

Job Location:

Gainesville, FL - Gainesville, FL

Position Type:
Full-Time

Education Level: High School Diploma/GED

Travel Percentage:
Up to 50%

Job Shift: Day

Job Category:
Administrative & Clerical

Centurion is a leading provider of comprehensive healthcare services to correctional facilities, state hospitals, and community mental health centers nationwide.

We are currently seeking a full-time Regional Desktop Technician to join our IT team.

• Provide on-site technical support to state correctional facilities to resolve technical problems with computer hardware, software, printers, networking, and ancillary equipment.
• Triage and resolve Tier 2 requests and develop an understanding of Tier 3 escalation process.
• Effectively test fixes to ensure issues have been adequately resolved.
• Perform post-resolution follow-ups to ensure problem resolution.
• Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all call resolution notes are entered appropriately.
• Configure, maintain, test, and document Help Desk specific applications and knowledge base as well as document and monitor incident and work requests per departmental procedures.
• Solve complex problems independently or collaboratively with Help Desk colleagues.
• Answer, evaluate, and prioritize incoming requests for assistance.
• Fulfill routine communication requirements, including system documentation and status reporting.
• Utilize Help Desk Ticketing system to document and manage client requests and issues.
• Provide training to end users as needed on any supported Microsoft technologies or contract specific applications.
• Ability to follow and adhere to simple and complex instructions, including SOP’s.
• Create and update procedural documentation.
• Review and evaluate new technology and make recommendations regarding new technology use within the IT environment.
• Potential to work weekend and holidays.
• Other duties as assigned.

• Bachelor’s degree in Information Technology or related field preferred, but not required.
• One to two years of hands on hardware experience preferred.
• One to two years of hands on network support including cabling, switch, and firewall troubleshooting and installation.
• Certification, Comptia A+, Comptia Network +, Microsoft MCP preferred, but not required.
• Basic understanding of networking principles (e.g., TCP/IP protocols) and Active Directory.
• General knowledge of electronics, Printers, PC architecture, and PC operating systems.
• Demonstrated expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance and printer troubleshooting.
• Experience with current Windows operating systems. Extensive application support experience of current Microsoft family of products to include Word, Excel, Powerpoint, Publisher, and Outlook.
• Working knowledge of a range of diagnostic utilities, including application error and system event logs review to include ping, trace route, and IPConfig.
• Demonstrated ability to work effectively and provide customer resolution with minimal supervision. Strong organizational and communication skills are required.