Desktop Support Technician

Job description:

Location: Kansas City, KS 66160
Contract: 3 months contract role with possible extension

Shift: Evening 3:00 PM – 11:30 PM
Schedule: Rotating schedule – 8 days on / 2 days off, followed by 7 days on / 4 days off
Weekend Requirement: 2 weekends per month

Work Location: In person

Position Overview

The Desktop Support Technician I will provide technical support to hospital users by troubleshooting and resolving computer hardware, software, and network-related issues. The technician will support users through phone, email, online chat, remote assistance, and in-person interactions while maintaining accurate documentation and providing excellent customer service.

Key Responsibilities

Troubleshoot and resolve hardware, software, and basic network-related technical issues.
Provide technical support to end users by phone, email, online chat, remotely, and in person.
Install, configure, maintain, troubleshoot, and upgrade computer equipment.
Document technical issues, troubleshooting steps, and resolutions in service tickets.
Work within established service-level agreements (SLAs) and prioritize support requests appropriately.
Provide basic technical training and guidance to end users.
Communicate clearly with users and maintain a strong customer-service focus.
Research and resolve technical problems while escalating issues when necessary.
Maintain accurate documentation of support activities and resolutions.
Follow hospital IT procedures, security requirements, and applicable policies.
Required Qualifications

Associate degree in Computer Systems or a related field OR Minimum of 2 years of equivalent IT experience.
Experience troubleshooting and resolving computer hardware, software, and network-related issues.
Strong customer service, communication, documentation, and problem-solving skills.
Ability to support users through phone, email, online chat, remote, and in-person channels.
Preferred Experience

Previous Call Center or Service Desk experience.
Experience maintaining, troubleshooting, installing, configuring, and upgrading computer equipment.
Experience documenting service tickets and working within established SLAs.
Experience providing basic technical training to end users.
Education / Certification

High school diploma required.
Microsoft Windows certification or willingness to obtain certification within the first 6 months.
New graduates accepted if they have an Associate degree in Computer Systems or a related field.
Candidates without the degree may qualify with 2 years of relevant IT experience.