Lead Technical Support

1. Provide timely and effective technical support to hospital staff for desktop systems, software applications, and hardware devices.

2. Diagnose and troubleshoot hardware and software issues, including desktop computers, printers, scanners, and other peripheral devices.

3. Assist in the installation, configuration, and maintenance of desktop software applications, operating systems, and updates.

User Assistance:

1. Respond to user inquiries and requests for assistance, either in person, over the phone, or through remote support tools.

2. Guide users through steps to resolve technical problems and provide clear and concise instructions.

3. Maintain a high level of customer service and professionalism when interacting with hospital staff.

Problem Resolution:

1. Log and track all support requests in the helpdesk ticketing system, ensuring accurate documentation of issues, resolutions, and follow-up actions.

2. Escalate complex or unresolved issues to senior technical staff or appropriate teams, as necessary.

3. Monitor and manage the progress of open tickets to ensure timely resolution and user satisfaction.

Hardware and Software Maintenance:

1. Perform regular maintenance tasks, such as system updates, security patches, and hardware upgrades, to ensure optimal performance and security of desktop systems.

2. Coordinate with the IT team to deploy and manage desktop hardware and software inventory.

Training and Documentation:

1. Assist in creating and updating technical documentation, including user guides, troubleshooting procedures, and knowledge base articles.

2. Provide training to hospital staff on basic software and hardware usage to enhance their technology literacy.

Technology Improvement:

1. Stay up-to-date with emerging technology trends and best practices in desktop support.

2. Collaborate with IT teams to identify opportunities for process improvements and implement solutions to enhance user experience and system efficiency.

1. Associate’’s degree or equivalent experience in information technology, computer science, or related field.
2. Proven experience in desktop support, technical troubleshooting, and customer service, preferably in a healthcare or hospital environment.
3. Strong knowledge of desktop operating systems (Windows, macOS) and common office software applications.
4. Familiarity with hardware components and troubleshooting techniques for desktop computers, printers, and other peripherals.
5. Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
6. Problem-solving skills and a detail-oriented approach to diagnosing and resolving technical issues.
7. Familiarity with helpdesk ticketing systems and remote support tools.
8. IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.