Junior Desktop Support Technician

Location and Schedule

Onsite support at a designated home location in Elmira, NY. Monday–Friday, 8:00 AM–4:30 PM EST. Occasional after-hours support and holiday coverage may be required to support critical hospital systems.

About the role

As a Junior Desktop Support Technician, you'll deliver exceptional technical support to end users across a healthcare environment, helping ensure they have the tools and technology they need to provide outstanding patient care. Working under the direction of the Desktop Support Manager, you'll troubleshoot software, hardware, and network issues in a call center, remote, and onsite setting. You'll communicate technical solutions clearly, provide one-on-one user training, maintain inventory and issue tracking records, and contribute to accurate reporting while collaborating closely with the Desktop Support Supervisor and broader team.

Responsibilities

• Identify, diagnose, and resolve problems for users of personal computers, including software, hardware, network connectivity, internet/intranet access, local and network printers.
• Provide one-on-one problem resolution and follow up with end users to ensure satisfaction and resolution.
• Configure, tag, and deliver end user PCs, software, and peripherals, including approved hardware and applications.
• Assist with end user requests for application software access via the ticketing system.
• Install and support LAN and remote communications between the personal computer environment and client systems.
• Maintain accurate records of all support calls using assigned ticketing software, including documentation of work done and service call timelines.
• Schedule PC maintenance and upgrades to minimize downtime for end users.
• Follow up on all assigned work until completion, escalating issues to management when necessary.
• Provide reports on work status for assigned tasks as requested.
• Install and maintain antivirus software on all personal computers and laptops.
• Prepare and maintain administrative installation and configuration documentation for supported applications and hardware.
• Collaborate with internal and external (vendor) resources as needed.
• Coordinate equipment moves involving PCs and network users.
• Interact with associates, staff, and physicians in a courteous, respectful, and friendly manner.
• Attend all annual mandatory educational programs as required.
• Assist in network connectivity by patching network ports to switches without disruption to other clients.

Requirements

• Experience providing desktop, Service Desk, or technical support in a healthcare or enterprise environment.
• Strong troubleshooting skills across hardware, software, Microsoft 365, user accounts, printing, network connectivity, mobile devices, and clinical applications.
• Working knowledge of Microsoft Windows operating systems, Microsoft 365 (including Outlook, Teams, OneDrive, and Office applications), Intune-managed devices, and basic identity and access management (IAM) concepts.
• Familiarity with Epic and other healthcare applications is preferred.
• Proven ability to diagnose and resolve a wide range of technical issues while delivering exceptional customer service in a fast-paced, patient-care-focused environment.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to users with varying levels of technical expertise.

Education/Certifications

• Associate degree in Information Technology, Computer Science, or a related field preferred, or equivalent combination of education and relevant experience.
• CompTIA A+, Network+, and/or Security+ certification preferred.

Travel Requirements

Up to 45% travel within 50 miles of assigned home location.

Physical Requirements

Ability to perform essential functions with or without reasonable accommodation, including finger dexterity, hand-to-eye coordination, color distinction, visual acuity, lifting up to twenty pounds for limited amounts of time, pushing, hearing, balancing, repetitive motions, stooping, bending, carrying, kneeling, and clerical perception.