Desktop Support Specialist

IT Desktop Support Technician L1

We are seeking a motivated and skilled Field Support Technician to join our field support team assigned to a large healthcare organization. As a key member of our larger IT services delivery operation, you will provide on-site and hands-on technical support to our end users, working closely with our Service Desk and remote teams to resolve complex issues and ensure a smooth and efficient user experience.

Key Responsibilities

On-site Hardware and Software Support:

• Troubleshoot and resolve complex hardware and software issues for desktops, laptops, mobile devices, peripherals, scanners, printers, and associated software.
• Perform break-fix repairs, desk-side support, software and hardware IMACD (Install, Move, Add, Change, Dispose) tasks, data migration, refreshes, and other related activities.
• Provide on-site technical assistance for updates, configuration changes, and software installations.
• Troubleshoot and resolve basic printer issues.
• Identify and proactively address potential issues that may impact user experience.

Ticket Management and Communication:

• Manage assigned tickets, ensuring timely resolution and closure within service level agreements.
• Communicate effectively with end users by phone and email, providing updates on ticket status and prompt follow-up as needed.
• Coordinate with other support groups for seamless issue resolution.

Collaboration and Support:

• Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.
• Provide IT support for disaster recovery and immediate response in emergency situations at local sites.
• Provide on-call support outside of business hours on a rotational basis.

Networking Fundamentals:

• Demonstrate familiarity with basic networking concepts and equipment.
• Possess the ability to find and trace fiber or copper cabling.
• Have a basic understanding of network services like DNS and DHCP.

Communications Technology:

• Possess familiarity with analog, VoIP, and fax communications technology.

Qualifications

Experience: 1-3 years of experience in field services or desktop support.

• Education: BS/BA in Computer Science, Information Systems, or equivalent combination of education and experience.
• CompTIA A+ certification or equivalent.

Technical Skills

• Experience with various desktop systems, operating systems, and technical environments.
• Proven expertise in supporting Windows operating systems, Microsoft Office, VPN, local and network printing, desktop computers, and mobile devices.
• Ability to install and troubleshoot a wide range of applications.
• Possess excellent troubleshooting skills to isolate the root cause of an issue.

Soft Skills

• Excellent customer service orientation and verbal communication skills.
• Strong analytical thinking and problem-solving abilities.
• Ability to work independently and prioritize tasks effectively.
• Keen discretion and strong integrity, demonstrating trustworthiness and maintaining confidentiality.

Other:

• Flexible for travel to remote sites or clusters.
• Ability to lift 50 lbs to waist level.