Desktop Support Technician

Responsibilities

• Provides rotational support for clinics with “Hands On” technical support and training.
• Ensures the Tier 1 vendor is providing timely resolution to tickets.
• Maintains and monitors tickets, identifying trends in technology issues and collaborating with the SD Corporate team to implement solutions.
• Supports daily technical operational issues at designated regional clinics, traveling as needed.
• Manages customer relationships related to technology infrastructure, including issues, risks, mitigation plans, clinic documentation, and communication to IT groups for clinic needs.
• Handles escalated tickets from the help desk, addressing various IT issues experienced by end users.
• Assists with new hires, installing equipment, understanding patch and panel layouts within closets, working with network teams, terminations, hardware/software support, and remote support.
• Supports various locations within a 60-mile radius, traveling to resolve issues at other clinics if necessary.
• Supports customer satisfaction by managing issues and communicating with IT groups for clinic needs.

Qualifications

• Bachelor’s degree in computer science preferred.
• 2-5 years of help desk experience and proven experience documenting ticket details to support the development of knowledge-based articles for Tier 1.
• ITIL, Microsoft, MAC, Citrix, UniPrint certifications (desired).
• Valid state driver’s license for travel to satellite offices and offsite meetings.
• Compliance with the company’s Driver Safety Operations and Motor Vehicle Records Check Policy.