Device Support Technician I

About the Role

As a Systems Support Technician, you will work in a team-oriented, collaborative environment, reporting to the Desktop Support Manager. Your primary responsibility is providing on-site and remote Tier 2 technical support for the end-user computer environment across the health system. This includes designing solutions, installing systems, diagnosing problems, coordinating repairs, and managing the lifecycle of all end-user computing platforms, peripheral devices, and operating systems—including health system-owned tablets and mobile devices—within established standards and guidelines.

You will collaborate with third-party vendors to resolve technical issues, escalate to specialized technology teams when necessary, and maintain thorough documentation of all problem diagnoses and resolutions using the service desk tracking system. Active participation in on-call rotations for off-hours, holidays, and weekends is required.

Responsibilities

• Tier 2 Support (80%): Respond to incoming calls, pages, or trouble tickets, providing in-person and/or remote analysis, diagnosis, and resolution or escalation for end-user compute environment issues, including hardware, operating systems, and software. Document findings and resolutions in the service desk ticketing system and update knowledgebase articles as needed.
• Projects/Requests (10%): Participate in and contribute to various IT projects and request efforts, following general guidance and direction.
• Inventory (10%): Assist with assessing customer needs, ordering, acquiring, and distributing end-user compute equipment, updating inventory and budget tracking systems. Support testing of operating system images and applications.
• Assist in end-user device management processes, including monitoring, software upgrades, and disaster recovery.
• Ensure compliance with security and privacy policies.
• Support performance improvement processes and participate in system, project, or department teams and committees as needed.
• Provide IT support for individual, office, or department installations and moves, coordinating third-party assistance when necessary.
• Participate in an on-call rotation covering nights, weekends, and holidays.

Requirements

• High school diploma or GED (required). Associate's or Bachelor's degree in Computer/Information Science/Business from an accredited college (preferred).
• Minimum of two (2) years of technical experience in the field.
• Working knowledge of enterprise desktop software such as Windows 7/10, Mac OS X, audio-visual systems, antivirus, remote management, troubleshooting, and printing.
• Basic understanding of network architecture and protocols with troubleshooting experience.
• Experience with iOS, Android, and mobile device management solutions.
• Working knowledge of scripting.
• One or more of the following certifications are preferred: A+ Certification, Network+, Original Equipment Manufacturer (OEM) Certifications, Microsoft.

Skills

• Strong interpersonal, management, and customer service skills.
• Excellent written and verbal communication skills for interacting with individuals and groups.
• Strong organizational and time management skills, with the ability to prioritize and meet Service Level Agreements (SLAs).
• Good listening and problem-solving skills.
• Ability to work effectively in a team-oriented environment and independently.
• Proficiency in maintaining hardware and software inventories for compliance and lifecycle management.

Physical/Mental Requirements and Working Conditions

• Exposure to stressful situations, including public contact, trauma, grief, and death.
• Able to wear personal protective equipment, including latex materials or appropriate substitutes.
• Ability to move freely about the facility with or without assisted devices.
• Overall vision and hearing are necessary, with or without assisted devices.
• Frequently required to sit, stand, or walk for long periods; may involve postural changes such as stooping, kneeling, or crouching.
• Exposure to bloodborne pathogens and other potentially infectious materials; must follow health system testing requirements.
• Ability to handle multiple tasks, work independently, maintain regular attendance, and stay alert.
• Dexterity required for handling, reaching, grasping, and feeling; may involve repetitive movements.
• Physical demand level: Medium. Must occasionally (0-33% of the workday) lift or carry 21-50 lbs., frequently (34-66% of the workday) 20 lbs., and constantly (67-100% of the workday) 10 lbs.