Senior Deskside Support Agent

We are hiring Senior Deskside Support Agents to join a new in-office team in Cooperstown, NY. The Senior Deskside Support Agent plays a critical role in ensuring the seamless operation of IT infrastructure across our hospital and clinical environments. In healthcare, technology directly impacts patient care; therefore, this role requires a high level of technical expertise, rapid problem-solving, and a patient-first mindset.

This is not a remote or hybrid role - candidates may have to travel to other local offices

What You’ll Be Doing

• Provide high-touch, face-to-face, and remote technical support for clinical and administrative staff in a fast-paced, 24/7 hospital environment.
• Resolve complex hardware and software troubleshooting issues involving desktop computers, laptops, tablets, thin clients, and specialized clinical hardware (e.g., Workstations on Wheels/WOWs, barcode scanners, and label printers).
• Deliver premium “VIP Support” for hospital executives, department heads, and chief medical officers with minimal disruption to their schedules.

Specific responsibilities and system training details will be shared during the interview process.

• Strong communication and technical support skills
• Comfortable working full-time in an office environment
• Ability to learn new systems and processes
• Reliability, punctuality, and attention to detail, * Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience).
• Experience: 5+ years of experience in enterprise deskside/workplace tech support, with at least 2+ years working directly within a healthcare or hospital setting.
• Certifications (Preferred): CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator, or ITIL v4 Foundation, * Typing speed of 40WPM with at least 80% accuracy (there is a typing test linked in the application)
• Multitasking capabilities with the ability to react quickly in a fast-paced environment
• Ability to follow instructions, research and utilize resources, and adapt to changes in procedures
• Authenticator apps are required. You may utilize either a smartphone or a tablet to run the authenticator app. If using a smartphone, the device must operate on Android 8.0 or later, or iPhoneOS 16.0 or later. If using a tablet, the device must run Android 8.0 or higher, or iPadOS 15.0 or later.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * $28-$35 starting pay, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Our training period runs on a Monday through Friday schedule during the day. Are you able to attend this type of training for up to 4 weeks?

• This position requires regular attendance and punctuality for scheduled shifts, are you open to multiple types of shifts? Which is your first preference?