Desktop Support Specialist

This hybrid IT Support Specialist role provides both hands-on hardware deployment and remote technical support within a healthcare environment. You will unbox and deploy new devices onsite, while also working in a remote command center to answer support calls, perform light troubleshooting, and triage issues for end users. The position focuses on delivering responsive, high-quality support across Windows environments, Office 365, Active Directory, and common enterprise applications.

• Unbox, configure, and deploy new computer hardware and devices for end users in a healthcare setting.
• Perform hardware break/fix activities, including diagnosing and resolving issues with desktops, laptops, and related equipment.
• Provide remote technical support through a command center, answering incoming calls from users and logging issues accurately.
• Conduct light troubleshooting and triage of incidents, escalating more complex issues to the appropriate teams when necessary.
• Support Windows-based systems and applications, ensuring devices are properly configured and updated.
• Assist users with Office 365 applications, including basic configuration, access issues, and usage questions.
• Use Service Now or similar service desk tools to create, update, and close support tickets in a timely and accurate manner.
• Provide customer-focused help desk support, ensuring a professional and courteous experience for all users.
• Support Active Directory-related tasks such as basic account assistance under established procedures.
• Troubleshoot application issues remotely, including basic app configuration and access problems.
• Support remote troubleshooting efforts to resolve user issues without requiring onsite intervention when possible.
• Assist with computer installations, including imaging, configuration, and deployment to end users.
• Collaborate with other IT team members to ensure consistent service delivery and adherence to support processes.
• Follow established procedures and documentation for hardware deployment, incident handling, and escalation.

• Experience providing customer support in a technical environment.
• Help desk or service desk experience supporting end users by phone and remotely.
• Hands-on experience with computer installation, including unboxing, setup, and deployment.
• Ability to perform hardware break/fix troubleshooting on desktops, laptops, and related devices.
• Proficiency supporting Windows operating systems in an end-user environment.
• Experience providing basic support for Office 365 applications.
• Familiarity with Active Directory concepts for user support under established procedures.
• Experience with ticketing systems such as Service Now or similar tools.
• Strong troubleshooting skills for hardware, software, and application issues.
• Ability to perform remote troubleshooting and triage user issues effectively.
• Strong customer service skills with the ability to communicate clearly and professionally.
• Ability to work in a hybrid model, supporting both onsite and remote operations.

• Experience supporting users in a healthcare or clinical environment.
• Prior exposure to a remote command center or centralized support model.
• Familiarity with common enterprise applications used in Windows environments.
• Ability to follow documented procedures and standard operating processes.
• Strong organizational skills and attention to detail when documenting tickets and deployments.

This is a Contract position based out of Holyoke, MA.

The pay range for this position is $20.00 - $30.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or…