Desktop Support

• 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.

• 4+ 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