Desktop Support ENG

ESSENTIAL FUNCTIONS

• Will support users directly in live incoming call queue, through ServiceNow tickets and in-person interactions
• Install, configure, maintain, and troubleshoot Windows-based computers and various peripheral devices effectively
• Install, maintain, and troubleshoot all business applications effectively
• Assist in responding to and mitigating security incidents under the guidance of senior team members
• Assist with design of desktop application
• Assist with design of wireless and network solutions
• Create printer mappings for clinical systems
• Escalate errors to hardware and software manufacturers as necessary
• Manage user errors and requests through the IT/Facilities help desk ticketing system
• Document daily tasks and create user documentation as needed
• Track company assets through inventory database timely and accurately
• Understand and demonstrate the main role of IT is to help others do their job better, more efficiently, and more securely
• Maintain a high level of customer satisfaction
• Maintain confidentiality

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred

EXPERIENCE

• List 1 - 2 years of experience in the IT/Desktop Support field. Proficient with all Windows operating systems
• Must have at least intermediate skills with Microsoft Office Professional Suite
• Healthcare IT Experience is preferred

KNOWLEDGE
• Knowledge of Microsoft Office software
• Knowledge of how to operate and troubleshoot computer equipment
• Knowledge of Telephony systems programming, documentation, and process creation
• Knowledge of asset and time management skills to assist the department

SKILLS

• Skill in organizing tasks/work orders
• Skill in using customer service skills in dealing with frustrated users
• Skill in problem-solving
• Skill in maintaining a safe operating environment

ABILITIES

• Ability to troubleshoot common desktop and user problems and develop resolution strategies
• Ability to communicate effectively and in user-friendly terms verbally and in writing
• Ability to be a team player with effective interpersonal skills
• Ability to solve problems and work independently
ENVIRONMENTAL WORKING CONDITIONS
• Primarily remote telework
• On-site as needed

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment
• Some bending and stretching are required
• Manual dexterity using a calculator and computer keyboard