Desktop Support Technician I
Pay Range: $24$28 per hour
Position Summary
The Desktop Support Technician I provides technical support to end users and is responsible for diagnosing, troubleshooting, maintaining, and repairing desktop hardware, software, peripherals, and related technology.
This role supports users both onsite and remotely and assists with workstation deployments, equipment moves, network connectivity, printer installation, and other IT support activities. The ideal candidate has strong customer service skills, a practical approach to troubleshooting, and the ability to work effectively in a fast-paced enterprise environment.
Key Responsibilities
- Provide technical support and troubleshooting assistance to end users for desktop hardware, software, peripherals, and other technology-related issues.
- Image and deploy PCs, laptops, and Macs using enterprise management and imaging tools such as SCCM and Casper.
- Analyze, maintain, troubleshoot, and repair desktop and laptop hardware, software, and peripherals.
- Install and configure printers and other workstation peripherals.
- Activate network ports and perform desktop patching in telecommunications/IDF areas.
- Provide support to remote users and remote locations, including assistance with departmental and user moves.
- Assist with the installation, repair, and maintenance of workstations across multiple locations.
- Diagnose and escalate technical issues when appropriate to ensure timely resolution.
- Communicate customer service issues and technical concerns to management as needed.
- Identify opportunities to improve IT support processes and recommend solutions to the Client Services team.
- Prepare defective hardware and parts for shipment to manufacturers.
- Maintain records and inventory of spare equipment and replacement parts.
- Participate in vendor training and technical workshops to maintain proficiency with workstation and peripheral equipment.
- Participate in an on-call support rotation as required.
- Perform other duties as assigned.
Required Qualifications
Education
- High school diploma or equivalent required.
- Associate's degree in Information Technology, Computer Science, or a related field preferred.
Experience
- At least 6 months of IT experience, with up to 2 years of experience preferred.
- Previous desktop support experience preferred.
- Familiarity with enterprise IT environments and end-user support.
Technical Exposure
Experience with or exposure to the following is preferred:
- SCCM
- Casper
- Cerner or similar enterprise healthcare applications
- FootPrints or similar IT service management/ticketing systems
- Kronos or similar workforce management systems
- Desktop and laptop hardware troubleshooting
- Printer and peripheral installation
- Network connectivity and basic network troubleshooting
Skills and Competencies
- Strong troubleshooting and problem-solving abilities.
- Excellent customer service and communication skills.
- Ability to prioritize and manage multiple support requests.
- Ability to work independently as well as collaboratively with an IT support team.
- Strong attention to detail and documentation skills.
- Ability to communicate technical information clearly to non-technical users.
- Willingness to learn new technologies and participate in ongoing training.
- Ability to work across multiple locations and respond to onsite and remote support needs.
- Ability to participate in on-call support as required.
Work Environment
This position may require working across multiple office, clinical, or operational locations and providing support to both onsite and remote users. The role may involve handling computer equipment, traveling between work areas, and responding to urgent technical support needs.