Desktop Support Technician

Position Summary:

The Desktop Support Technician is an essential member of a healthcare IT support team providing frontline assistance to over 5,000 employees and 7,000 endpoints. This role involves the installation, maintenance, and daily support of computer equipment across a large hospital campus and regional offices. You will resolve routine IT issues and ensure reliable access to critical clinical systems, including electronic health records (EHRs) delivered via Citrix.

Key Responsibilities

• Hardware Lifecycle: Perform unboxing, setup, imaging, and cabling of new hardware, as well as the secure disposal of legacy equipment and handling warranty transactions.

• Technical Troubleshooting: Resolve routine Tier 1 and limited Tier 2 issues involving Windows, Apple, mobile devices, and IoT equipment.

• Systems Management: Use Microsoft Entra, Intune, Autopilot, MECM, and Active Directory to manage and update endpoint software and operating systems.

• Multichannel Support: Provide high-quality customer service in person, over the phone, and through email or chat.

• Documentation: Maintain accurate troubleshooting notes and document all incidents within the Ivanti Service Manager system.

• Collaboration: Follow established procedures and escalate complex or undocumented issues to Desktop Support Specialists.

• Availability: Participate in a required on-call and weekend rotation to support 24/7 healthcare operations.

• Flexibility: Other duties as assigned.

Work Environment

• Supports a distributed healthcare system with facilities located in Knoxville and the Eastern Tennessee region.

• Work is performed in both high-priority clinical areas and administrative settings.

Position Qualification:

Physical Requirements

• Manual Labor: Ability to push, pull, and lift up to 60 lbs to support equipment moves and the loading/unloading of pallets and company vans.

• Mobility: Ability to bend over and under desks, work in small or confined spaces, and perform significant walking to support customers across the hospital campus.

• Dexterity: Ability to manipulate small objects for hardware installation and cabling.

Qualifications Required:

• High school diploma.

• 2+ years of computer troubleshooting experience or equivalent education.

• Strong investigative skills and the ability to think logically under pressure.

• Excellent interpersonal skills for interacting with clinical and administrative staff.

• Valid driver's license and eligibility to drive company vehicles for regional travel.

Preferred:

• CompTIA A+ or other relevant technical certifications.

• Experience supporting IT in a healthcare environment.

• Familiarity with virtualized application delivery platforms like Citrix.