Desktop Support Specialist
About The Position
The Desktop Support Specialist provides IT technical support at Rochester Regional Health for approved end-user computer hardware, software, and related technologies. The role includes scheduling and installing approved hardware and software to meet customer and organizational needs, independently analyzing and solving problems, and providing strong customer service. The position supports users in person, remotely, and by phone, including Level I support for mobile devices and mobile device inventory management. This is a hybrid position based at Newark-Wayne Community Hospital in Newark, New York. The posted schedule is full-time, 40 hours per week, Monday through Friday, 7:30 AM to 4:00 PM, with an on-call period Monday through Friday from 4:30 PM to 7:30 AM and a weekend rotation every fourth weekend. Hours may vary, and after-hours calls, evenings, and weekends may be required.
Requirements
- Strong customer service skills.
- Associate's degree in Computer Science or a related field is preferred.
- 2–3 years of Information Technology experience is preferred.
- Ability to work a flexible schedule, including after-hours calls and some evenings and weekends as needed.
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 for 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 resolution 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.
- Troubleshoot and resolve tickets involving new mobile equipment, features, and functionality, supporting customers in person, remotely, and by phone.
- Maintain mobile device inventory management.
- Provide Level I technical support to IT Support Services team members with 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
