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.