Desktop Support Technician

Ion Computer Systems is seeking a skilled and customer-focused Desktop Support Technician to support a major IT Infrastructure initiative for Northwell Health. This role is responsible for delivering high-quality end-user support in a dynamic, fast-paced healthcare environment, ensuring the reliability, performance, and availability of critical technology systems and services.

This role is ideal for a technology professional who thrives on customer service, problem-solving, and hands-on technical support. The successful candidate will be responsible for supporting desktops, laptops, printers, scanners, mobile devices, and specialized hospital equipment while ensuring service levels and operational objectives are consistently met.

As a member of our technical support team, you will have the opportunity to work with enterprise technologies, collaborate with vendors and stakeholders, and contribute to improving IT service delivery across the organization., The Desktop Support Technician supports all end-user equipment, including desktops, laptops, printers, scanners, mobile devices, and hospital-related technology. The Technician ensures that service level commitments and deliverables are met while providing excellent customer service and technical support to end users., Service Delivery & Support

• Support service delivery operations while adhering to documented Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Gather data and compile reports related to KPIs, SLAs, and operational metrics for management review.
• Participate in service delivery activities and support management initiatives in accordance with standardized policies, procedures, and processes.
• Provide timely and effective technical support to end users in a healthcare environment.

Technical Support

• Image, configure, deploy, and support software on desktops, laptops, and other workstation devices.
• Troubleshoot, maintain, and repair hardware including desktops, laptops, printers, scanners, and mobile devices.
• Diagnose and resolve software, operating system, and connectivity issues.
• Support Microsoft Windows operating systems and Microsoft Office applications.
• Support user accounts, permissions, and resources within Active Directory environments.

Infrastructure & Operations

• Assist with the development, testing, implementation, and support of new and enhanced IT systems.
• Respond to production-impacting incidents and outages while assisting with remediation efforts.
• Coordinate with vendors on break/fix activities and warranty support.
• Support networking-related issues involving TCP/IP, DNS, DHCP, routers, switches, and related technologies.
• Maintain documentation of incidents, resolutions, and technical procedures.

• High School Diploma or equivalent.
• Minimum of five (5) years of technology service delivery experience in a corporate, healthcare, or high-availability environment.
• Strong experience supporting:
• Desktops and laptops
• Mac computers
• Printers and scanners
• Mobile devices
• Network-connected hardware
• Knowledge of:
• Microsoft Windows operating systems
• Microsoft Office Suite
• Active Directory
• DHCP
• DNS
• Group Policy Objects (GPOs)
• Experience with networking concepts including TCP/IP and DNS.
• Experience with Citrix environments.
• Strong troubleshooting, analytical, and organizational skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks and provide exceptional customer service.

Preferred

• Experience with CA Desktop and Server Manager.
• Experience with CA Service Desk or similar ticket management systems.
• ITIL v3 Foundation Certification.
• Six Sigma Certification.
• Previous healthcare or hospital IT support experience.

$30 - $35 an hour - Full-time, Contract

Northwell Health is the largest healthcare provider in New York State, serving millions of patients annually through a network of hospitals, outpatient facilities, and physician practices. Known for its innovation in clinical care and technology, Northwell is a leader in healthcare transformation and digital health initiatives. About Ion Computer Systems Ion Computer Systems is a trusted IT solutions provider specializing in enterprise technology, cloud services, healthcare IT, and managed services. As a Microsoft partner and leading systems integrator, Ion delivers high-impact solutions and skilled resources to organizations across healthcare, government, and commercial sectors. Why Join This Project * Work on impactful healthcare systems improving patient outcomes * Gain experience in a large-scale enterprise integration environment * Collaborate with top-tier healthcare and technology professionals * Opportunity for contract extension based on performance and project needs