Desktop Technician

About the role

The Desktop Support Technician supports all end-user equipment including desktop, laptop, printers, scanners and hospital equipment. The Technician ensures service level commitments and deliverables are met (adhering to documented Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)).

Duties and Responsibilities

• Gathers data and compiles reports on KPIs, SLAs and other relevant data for management review
• Aids in the development and implementation of short- and long-term solutions, including planning, testing and implementing new and enhanced systems, while remediating production impacting incidents and outages
• Collaborates with vendors on break/fix issues as necessary
• Images, installs, and supports software for all workstation types
• Troubleshoots, supports, and repairs hardware
• Supports go-live activities and user transitions
• Deploys and supports IT infrastructure
• Resolves post-deployment issues
• Coordinates with desktop, build, and support teams
• Validates user acceptance and workstation validation

Technical Support Skills

• Desktop support and troubleshooting experience
• Printer and scanner troubleshooting
• Password reset and user account support
• PC imaging and workstation deployment
• Device configuration and setup
• Remote support and ticket resolution experience

Customer Service Skills

• Strong customer service orientation
• Ability to interact professionally with medical and administrative staff
• Ability to gather user requirements and identify application needs
• Patience and professionalism in high-pressure support situations

Work Style & Logistics

• Ability to work independently in the field
• Experience supporting multiple locations
• Willingness to travel between sites throughout Long Island and Westchester
• Hybrid work experience (onsite and remote support)
• Flexibility during deployments and go-live periods

Qualifications

• High School Diploma or equivalent required
• Minimum of five (5) years technology service delivery experience in a corporate and high availability environment, required, including knowledge of end-user and network-based hardware and software for Desktops, Laptops, MAC, printers, scanners, routers, switches, mobile devices
• Experience with service delivery modes, processes, techniques and tools, required
• Knowledge of Microsoft Operating systems (XP, 7) and Microsoft Office Suite software, and Microsoft technologies, including Active Directory, DHCP, DNS, GPOs, etc., required
• Knowledge of Citrix, Networking (TCP/IP, DNS), required
• Excellent written and oral communications skills as well as analytical and organizational skills, required
• Experience with CA Desktop and Server Manager and CA Service Desk or other ticket tracking software, preferred
• Epic experience and understanding healthcare workflows (preferred but not required)
• ITIL v3 Foundation or Six Sigma Certification, preferred

Engagement Terms

W2 only.
No C2C or third-party agencies/suppliers.
No work authorization sponsorship now or in the future.

What nextSource Provides

• Healthcare Benefits including Medical, Prescription, Vision & Dental Coverage | United Healthcare
• Voluntary STD & LTD | New York Life
• 401(k) Retirement Planning | Fidelity
• Discount Program*