Desktop Support Technician

The Desktop Support Technician provides technical support to the user community and assists end users experiencing issues with desktop hardware, software, peripherals, and other computer-related technologies. The role focuses on PC, laptop, and Mac imaging; hardware and software troubleshooting and maintenance; printer installation; network port activation; desktop patching; remote user and remote site support; and technical assistance for user and departmental moves.

The position requires strong communication skills, professionalism, and the ability to provide responsive and effective technical support in a healthcare environment.

• Provide technical support and troubleshooting assistance to end users as required.
• Image PCs, laptops, and Mac computers using SCCM and Casper.
• Analyze, maintain, troubleshoot, and repair personal computer hardware, software, and peripherals.
• Install and configure printers and related peripheral equipment.
• Activate network ports, including desktop patching within Intermediate Distribution Frames (IDFs).
• Provide technical support to remote users and remote sites.
• Assist with user and departmental moves as required.
• Install, repair, and maintain workstations across hospital and clinic locations.
• Prepare defective hardware parts for shipment to manufacturers.
• Maintain records and inventory of spare equipment and replacement parts.
• Attend vendor training workshops to develop proficiency in servicing workstations and peripheral equipment.
• Follow established IT processes, procedures, and practices.
• Identify and recommend opportunities to improve IT support processes.
• Respond to user questions and troubleshoot technical issues, escalating matters to IT management when appropriate.
• Communicate and elevate customer service issues to management to support timely and effective resolution.
• Maintain a professional appearance and conduct when interacting with users and customers.
• Participate in on-call support duties as required.

• High school diploma or equivalent.
• Minimum of six (6) months to two (2) years of IT experience.
• Strong technical troubleshooting and problem-solving skills.
• Clear, effective, professional, and confident communication skills.
• Ability to provide technical support to end users in a professional and customer-focused manner.
• Ability to work with desktop hardware, software, peripherals, and related technologies.
• Ability to perform on-call duties.
• Professional appearance and demeanor.

• Associate's degree in a related field.
• Experience working in a hospital or healthcare setting.
• Experience with Cerner.
• Experience with Foot Prints.
• Experience with Kronos.
• Experience supporting enterprise users and remote locations.