Desktop Support Technician

Position Summary:

The Desktop Support Technician is an essential member of a healthcare IT support team providing frontline assistance to over 5,000 employees and 7,000 endpoints. This role involves the installation, maintenance, and daily support of computer equipment across a large hospital campus and regional offices. You will resolve routine IT issues and ensure reliable access to critical clinical systems, including electronic health records (EHRs) delivered via Citrix.

Key Responsibilities

* Hardware Lifecycle:
Perform unboxing, setup, imaging, and cabling of new hardware, as well as the secure disposal of legacy equipment and handling warranty transactions.

* Technical Troubleshooting:
Resolve routine Tier 1 and limited Tier 2 issues involving Windows, Apple, mobile devices, and IoT equipment.

* Systems Management:
Use Microsoft Entra, Intune, Autopilot, MECM, and Active Directory to manage and update endpoint software and operating systems.

* Multichannel Support:
Provide high-quality customer service in person, over the phone, and through email or chat.

* Documentation:
Maintain accurate troubleshooting notes and document all incidents within the Ivanti Service Manager system.

* Collaboration:

Follow established procedures and escalate complex or undocumented issues to Desktop Support Specialists.

* Availability:
Participate in a required on-call and weekend rotation to support 24/7 healthcare operations.

* Flexibility:
Other duties as assigned.

Work Environment

* Supports a distributed healthcare system with facilities located in Knoxville and the Eastern Tennessee region.

* Work is performed in both high-priority clinical areas and administrative settings.

Position

Qualification:

Physical Requirements

* Manual Labor:
Ability to push, pull, and lift up to 60 lbs to support equipment moves and the loading/unloading of pallets and company vans.

* Mobility:
Ability to bend over and under desks, work in small or confined spaces, and perform significant walking to support customers across the hospital campus.

* Dexterity:
Ability to manipulate small objects for hardware installation and cabling.

Qualifications

Required:

* High school diploma.

* 2+ years of computer troubleshooting experience or equivalent education.

* Strong investigative skills and the ability to think logically under pressure.

* Excellent interpersonal skills for interacting with clinical and administrative staff.

* Valid driver's license and eligibility to drive company vehicles for regional travel.

Preferred:

* CompTIA A+ or other relevant technical certifications.

* Experience supporting IT in a healthcare environment.

* Familiarity with virtualized application delivery platforms like Citrix.