Junior Desktop Support Technician

This position requires onsite support at a designated home location in Elmira, NY. Schedule: Monday–Friday, 8:00 AM–4:30 PM EST. The role may require occasional after-hours support based on project needs and ticket volumes, with flexibility to accommodate end-user schedules. Holiday coverage may also be required to support the critical hospital systems and customers served.

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 in a clear, friendly, and professional manner, provide one-on-one user training as needed, maintain inventory and issue tracking records, and contribute to accurate reporting. You'll collaborate closely with the Desktop Support Supervisor and the broader Desktop Support team to resolve technical issues efficiently while delivering an outstanding customer experience.

Responsibilities

• Identify, diagnose, and resolve problems for users of personal computers, including support for software, hardware, network connectivity, internet/intranet access, local and network printers, and communicate those solutions.
• Provide one-on-one problem resolution, including follow-up with end users to ensure satisfaction and that the problem is fixed.
• Configure, tag, and deliver end-user PCs, software, and peripherals, including hardware and applications approved for use.
• Assist with end-user requests for application software access by communicating requests through the ticketing system.
• Provide installation and support of the LAN and remote communications between the personal computer environment and client computer systems.
• Maintain accurate records of all support calls using assigned ticketing software, including documentation of work done, repairs completed, and when each service call was opened and completed.
• Schedule personal computer maintenance and upgrades to provide minimal downtime to end users.
• Follow up on all assigned work until completion, communicating with the manager when additional help is needed to resolve any problem in a reasonable amount of time.
• Escalate problems in a timely manner to appropriate personnel when required.
• Provide reports as requested on work status for assigned tasks.
• Install and maintain antivirus software on all personal computers and laptops throughout the environment.
• Prepare and maintain administrative installation and configuration documentation for supported applications and hardware.
• Collaborate with internal and external (vendor) resources when needed.
• Coordinate equipment moves involving PCs and network users.
• Interact with all associates, staff, and physicians in a courteous, respectful, and friendly manner.
• Attend all annual mandatory educational programs as required by position.
• Assist in network connectivity in network closets 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 an 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 the essential functions of the role, with or without reasonable accommodation. 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.