Desktop Support Technician

About the Role

The Desktop Support Technician assists clients with hardware and software issues, provides on-site or remote technical assistance including setting up computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues. This role communicates technical solutions in a user-friendly, professional manner, provides one-on-one end-user training, and assists other ISD members.

Responsibilities

• Displays knowledge of basic computer hardware and operating systems, including installation, building, upgrading, repairing, configuring, troubleshooting, optimizing, diagnosing, and preventive maintenance, with additional elements of security and soft skills.
• Performs installation, configuration, diagnosis, preventive maintenance, and basic networking tasks.
• Resolves common problem inquiries and provides immediate solutions; develops new solutions to frequently occurring problems.
• Responds to incoming questions in a timely manner, ensuring customer satisfaction.
• Tracks and documents 100% of all customer contacts thoroughly to avoid extra efforts by other support personnel.
• Follows Standard Operating Procedures and Service Level Agreements.
• Escalates issues to second or third-level support personnel when appropriate; dispatches calls to field technicians as needed.
• Prepares for new releases and rollouts to anticipate customer inquiries.
• Attends scheduled meetings and in-services for technical and communication training and staying up-to-date with company policies.
• Utilizes good judgment in stressful situations, treating customers with respect and dignity.
• Abides by the HMH Legal Compliance Code of Conduct.
• Maintains patient confidentiality and appropriate handling of PHI.
• Maintains a safe work environment and reports safety concerns appropriately.
• Performs all other related duties as required and assigned.

Requirements

• High school diploma or GED required; Bachelor’s degree preferred.
• Prior experience in Information Technology preferred.
• Technical aptitude and understanding of basic computer skills required.
• Excellent organizational and customer service skills required.

Physical Demands and Working Conditions

• Frequent sitting, standing, and walking.
• Occasional reaching, lifting, carrying, bending, and squatting.
• Visual and hearing acuity required.
• Work is primarily indoors with good ventilation and comfortable temperature.
• Possible exposure to potential electric shock, moving mechanical parts, toxic/caustic chemicals, radiant energy, communicable diseases, and bloodborne pathogens.

Benefits

• Health Care Plan (Medical, Dental & Vision).
• Retirement Plan (401k, IRA).
• Life Insurance (Basic, Voluntary & AD&D).
• Paid Time Off.
• Short Term & Long Term Disability.
• Training & Development.
• Wellness Resources.