Desktop Support Technician

About the role

The Desktop Support Technician provides first-level and second-level technical support to end users across Jordan Valley Health (JVH), a mission-driven organization dedicated to improving the health of individuals and families in underserved communities. This role includes installing, configuring, maintaining, and troubleshooting computer hardware, software, printers, mobile devices, and related technology systems.

Responsibilities

• Provide technical support for desktops, laptops, tablets, mobile devices, printers, and peripherals.
• Respond to help desk tickets, phone calls, and walk-up support requests in a timely manner.
• Diagnose and resolve hardware, software, network connectivity, and application issues.
• Install, configure, and maintain Microsoft Windows operating systems and related software applications.
• Deploy and image computers using established organizational standards.
• Configure and support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office products.
• Aid with user account setup, password resets, and access management in accordance with organizational policies.
• Support printers, scanners, and multifunction devices.
• Maintain inventory records for IT equipment and technology assets.
• Document support activities, troubleshooting steps, and resolutions within the ticketing system.
• Coordinate hardware repairs, warranties, and vendor support interactions.
• Assist with onboarding and offboarding activities, including workstation setup and equipment recovery.
• Support conference room technology, audio/video equipment, and virtual meetings.
• Follow established cybersecurity and data protection practices.
• Escalate complex issues to senior IT staff when appropriate.
• Participate in after-hours support rotations as needed.
• Travel between organizational locations to provide on-site support when required.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
• Experience supporting Microsoft Windows environments and familiarity with Microsoft 365 administration and support.
• Valid driver's license and reliable transportation.

Qualifications

• Experience supporting healthcare applications and clinical environments.
• Experience with Active Directory, Entra ID (Azure AD), group policies, and endpoint management solutions.
• Knowledge of cybersecurity best practices.
• CompTIA A+, Network+, or Microsoft certifications.