Desktop Support Specialist
About The Position
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 resolving problems, and delivering strong customer service. Support is provided in person, remotely, and by phone, including Level I support for mobile devices and assistance to IT Support Services team members. The position is based at Newark-Wayne Community Hospital in Newark, New York, with a hybrid onsite and remote work arrangement. The regular schedule is 40 hours per week, Monday through Friday, 7:30 AM to 4:00 PM. The role also includes on-call coverage Monday through Friday from 4:30 PM to 7:30 AM and a rotating weekend assignment every fourth weekend; hours may vary and may include evenings and weekends.
Requirements
- Strong customer service skills.
- Associate's degree in Computer Science or a related field is preferred; the education section lists an AS as required.
- Two to three years of Information Technology experience is preferred.
- No licensure or certification is required.
- 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.
- Two to three 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 issue-resolution progress and 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 for new mobile equipment, features, and functionality requests, supporting customers in person, remotely, and by phone.
- 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
