Desktop Support Specialist
About The Position
The Desktop Support Specialist provides IT technical support for approved end-user computer hardware, software, and related technologies at Rochester Regional Health. The role includes scheduling and installing approved hardware and software to meet customer and organizational needs, independently analyzing and solving technical problems, and providing strong customer service. The specialist supports users in person, remotely, and by phone; troubleshoots hardware, software, and mobile-device issues; documents work in the ticketing system; and assists with maintenance, projects, and major incident resolution. The position includes a weekly on-call rotation supporting three hospitals and may require work after hours, evenings, and weekends. The schedule is full-time, 40 hours per week, Monday through Friday, with hours that may vary; 8:00 a.m. to 4:30 p.m. is the common shift.
Requirements
- Associate's degree in Computer Science or a related field is required in the Education section; an associate's degree in Computer Science or a related field is described as preferred in the minimum qualifications.
- Strong customer service skills are required.
- Ability to work a flexible schedule with varying hours, including after-hours calls and occasional evenings and weekends.
- Ability to provide in-person, remote, and phone support.
- Ability to perform independent analysis and problem solving.
- 2–3 years of Information Technology experience preferred.
Nice To Haves
- Associate's degree in Computer Science or a related field.
- 2–3 years of Information Technology experience.
Responsibilities
- Act as a liaison with end users regarding computer-related issues and escalations.
- Assist customers in assessing and resolving hardware and software issues as a technical resource.
- Install and configure computers, monitors, printers, scanners, smartphones, and other related hardware.
- Upgrade operating systems and software.
- Assist with new project requests as needed.
- Create and update documentation as needed.
- Track and document progress and troubleshooting steps in the ticketing system.
- Perform and assist with hardware and software maintenance services.
- Report on trends.
- Participate in major incident identification and resolution.
- Perform on-call responsibilities in a seven-person weekly rotation supporting three hospitals.
- Troubleshoot and resolve tickets for new mobile equipment, features, and functionality through in-person, remote, and phone support.
- Maintain mobile-device inventory.
- Provide Level I technical support to IT Support Services team members for mobile-device setup, configuration, maintenance, and reported problems.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
