Lead Technical Support

Roles & Responsibilities

• Provide timely and effective technical support to hospital staff for desktop systems, software applications, and hardware devices.
• Diagnose and troubleshoot hardware and software issues, including desktop computers, printers, scanners, and other peripheral devices.
• Aid in the installation, configuration, and maintenance of desktop software applications, operating systems, and updates.
• Respond to user inquiries and requests for assistance, either in person, over the phone, or through remote support tools.
• Guide users through steps to resolve technical problems and provide clear and concise instructions.
• Maintain a high level of customer service and professionalism when interacting with hospital staff.
• Log and track all support requests in the helpdesk ticketing system, ensuring accurate documentation of issues, resolutions, and follow-up actions.
• Escalate complex or unresolved issues to senior technical staff or appropriate teams, as necessary.
• Monitor and manage the progress of open tickets to ensure timely resolution and user satisfaction.
• Perform regular maintenance tasks, such as system updates, security patches, and hardware upgrades, to ensure optimal performance and security of desktop systems.
• Coordinate with the IT team to deploy and manage desktop hardware and software inventory.
• Aid in creating and updating technical documentation, including user guides, troubleshooting procedures, and knowledge base articles.
• Provide training to hospital staff on basic software and hardware usage to enhance their technology literacy.
• Stay up-to-date with emerging technology trends and best practices in desktop support.
• Collaborate with IT teams to identify opportunities for process improvements and implement solutions to enhance user experience and system efficiency.

Qualifications

• Associate's degree or equivalent experience in information technology, computer science, or related field.
• Proven experience in desktop support, technical troubleshooting, and customer service, preferably in a healthcare or hospital environment.
• Strong knowledge of desktop operating systems (Windows, macOS) and common office software applications.
• Familiarity with hardware components and troubleshooting techniques for desktop computers, printers, and other peripherals.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Problem-solving skills and a detail-oriented approach to diagnosing and resolving technical issues.
• Familiarity with helpdesk ticketing systems and remote support tools.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.