Desktop Support

Key Responsibilities:

Serve as a point of contact for IT support requests via a communication and or ticketing systems.

Troubleshoot and resolve basic hardware and software issues for desktops, laptops, thin clients, mobile devices, printers, and all peripherals.

Assist users with login/access issues and basic application usage.

Document all support interactions in the IT service management system with detailed notes and resolution steps.

Escalate unresolved or complex issues to Tier 2 support according to established protocols.

Respond to, triage, and resolve IT support requests through the ticketing system in line with established SLAs.

Image, install and configure standard desktop hardware and software per IT standards and policies.

Strong knowledge of Windows and macOS operating systems; experience with common enterprise applications (Microsoft Office 365, Teams, etc.).

Ensure compliance with IT policies, security protocols, and HIPAA privacy standards.

Maintain a professional and courteous demeanor, especially in high-stress or urgent situations.

Qualifications:

Required:

2+ year of experience in a desktop support, help desk, or IT customer service role (internships or equivalent experience accepted).

Basic understanding of Windows operating systems, IOS, Microsoft Office Suite, and standard desktop hardware.

Strong communication and customer service skills.

Ability to follow detailed instructions and escalate issues appropriately.

Willingness to work in a healthcare environment and interact with clinical staff.

Understanding of basic IT troubleshooting principles.

Willingness to travel within assigned geographical areas

Preferred:

Experience working in a healthcare or other regulated environment.

Basic understanding of network wireless, voice, and security technologies

Familiar with current operating systems

Familiarity with EMR/EHR systems (e.g., Epic, Cerner).

Knowledge of ticketing systems such as Ivanti.

CompTIA A+ or other entry-level IT certifications.