Desktop Support Technician; 2nd Shift Job New York New York USA,IT/Tech

Position: Desktop Support Technician (2nd Shift)
Location: New York

Job Title:
Desktop Support Technician (2nd Shift)Job Description
This role provides on-site second-shift desktop support within a hospital environment, focusing on imaging, deploying and upgrading end user devices, resolving hardware and software issues, and delivering high-quality customer service. You will support clinical and non-clinical staff, respond to escalated tickets, and ensure that end user systems remain secure, reliable and aligned with organisational standards.
Responsibilities

Image, configure and upgrade desktop computers, including Windows 10 and Windows 11 devices, ensuring consistent builds and adherence to standards.
Deploy PCs, Macs, printers, Wyse terminals and other end user devices, including physical installation, configuration and testing.
Perform Windows 11 upgrades and ensure compatibility with existing applications and hospital systems.
Set up and configure Wyse terminals and related thin client infrastructure to support clinical and administrative workflows.
Support and participate in mobile device management (MDM) migrations using Intune, including enrolment, policy application and troubleshooting.
Install, configure and support clinical and other business software applications, following established procedures.
Provide clear, service-oriented communication to end users, explaining technical issues, policies and complex messages in an accessible way.
Deliver one-to-one instruction, training and guidance to end users and the help desk on hardware, software and standard operating procedures.
Provide exemplary customer service across all levels of the organisation, maintaining a solutions-focused, "never-say-no" approach when addressing issues.
Follow established guidelines and standards to ensure consistent communication and alignment with the wider IT team.
Administer, configure, support and troubleshoot end user devices, including PDAs, PCs, Macs, workstations, printers, LAN-connected equipment, audio-visual systems, video conferencing tools and telephones.
Critically analyse system failures, identify root causes and implement effective remedies to minimise disruption to daily staff activities.
Conduct regular checkpoint rounds throughout the hospital environment to ensure all equipment is operational and available.
Ensure adherence to electronic and physical security policies for computers, data and IT infrastructure, including appropriate access and safeguarding practices.
Diagnose and resolve common hardware and software problems and malfunctions across supported systems and devices.
Act as a technical resource to users, advising on appropriate hardware and software acquisitions and configurations.
Perform proactive diagnostic checks on desktop computers to maintain performance, stability and protection from viruses and other threats.
Assist with the creation and maintenance of written documentation, including problem resolutions, tool configurations and end user guides.
Monitor assigned desktop queues in the Front Range ticketing system, recording real-time journal entries for all actions taken.
Close tickets within established service levels, ensuring accurate, timely and complete documentation of work performed.
Comply with all administrative responsibilities, including use of tools such as Innotas, timely journal entries and standard email templates.
Assist in planning and implementing small projects and department-specific initiatives, including hardware and software rollouts.
Participate in the installation, rollout and upgrade of new software, hardware, systems, servers and networks as required.
Meet targets for resolving a specified number of tickets per day and achieving a defined percentage of monthly tickets resolved on-site using mobile tools and devices.
Strive to reduce mean time to resolution by managing workload efficiently and prioritising issues effectively.
Respond to escalated tickets from the outsourced help desk, ensuring timely on-site support for hardware and software issues outside of Epic.
Work as part of the Rapid Response team to address urgent incidents within defined time frames, particularly in critical clinical areas.
Provide on-site support in the Emergency Department and other hospital floors, including during surgeries, working directly with hospital staff and patients.
Support and learn proprietary healthcare applications, applying training to deliver effective technical assistance to clinical users.

Essential Skills

Proven experience in desktop support within a Windows 10 and Windows 11 environment.
Strong skills in imaging and deployment of desktops, laptops and related end user devices.
Experience troubleshooting hardware and software issues, including PCs, Macs, printers and peripherals.
Knowledge of network connectivity troubleshooting, including basic LAN and device connectivity issues.
Familiarity with Active Directory for user and device-related support tasks.
Experience supporting Office 365 applications in a desktop support context.
Demonstrated customer service…