Summary:

The Desktop Support Technician provides Level 2 IT support for healthcare-managed devices, including desktops, laptops, thin clients, tablets, monitors, printers, scanners, and other peripherals . Responsibilities include troubleshooting, software installation, hardware deployment, network connectivity testing, and ticket documentation.

Key Responsibilities:

• Provide break/fix support for networked and stand-alone devices, prioritizing based on urgency.
• Escalate unresolved issues to Level 3 support .
• Deploy, configure, and maintain network devices and workstations .
• Perform scheduled preventive maintenance , including reimaging, hardware replacement, and cable management.
• Document work in ServiceNow and use knowledge base articles for issue resolution.
• Participate in large-scale deployments, system rollouts, and hardware moves .
• Support eCare (PeC) environment , printer/workstation inventory, and software updates.
• Carry and maintain assigned company equipment (Surface Go/Laptop ).
• Assume on-call responsibilities and work after-hours/weekends as needed.

Qualifications:

• 1+ year of customer service and hands-on IT support experience (preferably in healthcare).
• Experience with workstation, laptop, and printer installation, configuration, and troubleshooting .
• Ability to lift and carry up to 25 lbs of hardware.
• CompTIA, Microsoft, or ITIL certifications are a plus.

Skills & Competencies:

• Windows 10 , HP/Dell hardware , and peripheral support .
• Proficiency in Microsoft Office 365 , Citrix XenApp , SCCM , and BitLocker encryption .
• Familiarity with network security tools (ForeScout NAC, LAPS, USMT).
• Strong customer service and ability to meet SLA requirements .
• Team-oriented , detail-focused, and able to work independently.