Desktop Support Technician

TEKsystems•Gainesville, FL

4d•$20 - $25•Onsite

About The Position

The IT Technical Support Engineer position provides rotational "Hands On" technical support and training for clinics. This role is responsible for ensuring the Tier 1 vendor provides timely ticket resolution, monitoring tickets to detect technology issue trends, and collaborating with the SD Corporate team on solutions. The position requires travel to designated regional clinics (within a 60-mile radius of Gainesville, FL, including Gainesville, Palatka, Lake City, Fleming Island, and St. Johns) to support daily technical operational issues. Responsibilities include Customer Relationship Management for the technology infrastructure, handling escalated tickets from the help desk, assisting with new hires, installing equipment, understanding patch and panel layouts, working with network teams, performing terminations, and providing hardware/software support. Mileage reimbursement is provided for travel between locations.

Requirements

2-5 years Help Desk experience.
Proven experience documenting ticket detail to support development of knowledge-based articles for Tier 1.
Valid state Driver’s License for travel to satellite offices and offsite meetings.
Compliance with the company Driver Safety Operations and Motor Vehicle Records Check Policy.
Desktop support experience.
Windows 10 experience.
Troubleshooting skills.
Hardware support experience.
Active Directory experience.
Windows operating system knowledge.
Customer service skills.
Experience with ManageEngine Desktop Central for imaging.
Experience with Citrix.
Experience with Imprivata.
Experience with Global Protect VPN.
Experience with Direct Access VPN.
Experience with Freshservice ticketing system.

Nice To Haves

Bachelor’s degree in computer science preferred.
ITIL certification.
Microsoft certification.
MAC certification.
Citrix certification.
UniPrint certification.

Responsibilities

Provide rotational "Hands On" technical support and training for clinics.
Ensure Tier 1 vendor provides timely resolution to tickets.
Monitor tickets by clinic to detect trends in technology issues and work with the SD Corporate team to implement solutions.
Travel to designated regional clinics to support daily technical operational issues.
Provide Customer Relationship Management support as it applies to the technology infrastructure (Issues, risks, mitigation plans, clinic documentation, communication to IT group for clinic needs, and drive customer satisfaction).
Handle escalated tickets from the help desk related to various IT issues end users may be experiencing.
Assist with new hires, installing equipment, understanding patch and panel layout within closets, working with network teams, terminations, hardware/software support, and remote support.
Support various locations within a 60-mile radius.
Travel to clinics to resolve issues on-site during emergencies.