Regional Desktop Support Technician (83098)

Centurion is a leading provider of comprehensive healthcare services to correctional facilities, state hospitals, and community mental health centers nationwide.

We are currently seeking a full-time Regional Desktop Technician to join our IT team.

The Regional Desktop Technician will be responsible for providing on-site and telephone support for Centurion users and facilities, troubleshooting and resolving computer, printer, software, and network issues. Use appropriate tools and techniques to quickly identify, communicate, and resolve issues effectively.

• Provide on-site technical support to state correctional facilities to resolve technical problems with computer hardware, software, printers, networking, and ancillary equipment.
• Triage and resolve Tier 2 requests and develop an understanding of Tier 3 escalation process.
• Effectively test fixes to ensure issues have been adequately resolved.
• Perform post-resolution follow-ups to ensure problem resolution.
• Fully document all pertinent end user identification including name, department, contact information, etc. as well as ensure that all call resolution notes are entered appropriately.
• Configure, maintain, test, and document Help Desk specific applications and knowledge base as well as document and monitor incident and work requests per departmental procedures.
• Solve complex problems independently or collaboratively with Help Desk colleagues.
• Answer, evaluate, and prioritize incoming requests for assistance.
• Fulfill routine communication requirements, including system documentation and status reporting.
• Utilize Help Desk Ticketing system to document and manage client requests and issues.
• Provide training to end users as needed on any supported Microsoft technologies or contract specific applications.
• Ability to follow and adhere to simple and complex instructions, including SOP's.
• Create and update procedural documentation.
• Review and evaluate new technology and make recommendations regarding new technology use within the IT environment.
• Potential to work weekend and holidays.
• Other duties as assigned.
• Bachelor's degree in Information Technology or related field preferred, but not required.
• One to two years of hands on hardware experience preferred.
• One to two years of hands on network support including cabling, switch, and firewall troubleshooting and installation.
• Certification, Comptia A+, Comptia Network +, Microsoft MCP preferred, but not required.
• Basic understanding of networking principles (e.g., TCP/IP protocols) and Active Directory.
• General knowledge of electronics, Printers, PC architecture, and PC operating systems.
• Demonstrated expertise in Remote Desktop Management, PC troubleshooting, configuration and maintenance and printer troubleshooting.
• Experience with current Windows operating systems. Extensive application support experience of current Microsoft family of products to include Word, Excel, Powerpoint, Publisher, and Outlook.
• Working knowledge of a range of diagnostic utilities, including application error and system event logs review to include ping, traceroute, and IPConfig.
• Demonstrated ability to work effectively and provide customer resolution with minimal supervision. Strong organizational and communication skills are required.