Desktop Support Technician

Vito C Quatela MD PLLC•Rochester, NY

3h•Onsite

About The Position

The Quatela Center is seeking an experienced Desktop Support Technician to support daily operations. This role is responsible for providing technical assistance and support related to computer systems, hardware, and software. Key duties include diagnosing and resolving technical issues, installing and configuring computer systems, and providing training and support to end-users. The Desktop Support Technician plays a crucial role in ensuring the smooth operation of desktop computers and peripherals, as well as maintaining the overall efficiency of the organization's IT environment.

Requirements

Proven experience in desktop support or a similar technical support role.
Ability to prioritize tasks and manage time effectively.
Excellent problem-solving skills and attention to detail with the ability to work independently and as part of a team.
Strong knowledge of Windows operating systems, as well as Microsoft Office Suite and other common software applications.
Familiarity with hardware components, peripheral devices, and troubleshooting techniques.
Willingness to learn and adapt to new technologies and procedures.
Strong communication and interpersonal skills, with the ability to interact professionally with end-users of all levels.
Customer service-oriented mindset and a commitment to providing exceptional support.

Nice To Haves

Bachelor's degree in Information Technology, Computer Science, or related field (preferred) or equivalent work experience.
Experience working with AI-based tools and software applications is preferred.
IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent are a plus.

Responsibilities

Provide first-line technical support to end-users via phone, email, or in-person.
Diagnose and resolve hardware, software, and network issues in a timely manner.
Escalate complex technical issues appropriately for further investigation and resolution.
Utilize AI-based tools and software applications to diagnose and troubleshoot problems efficiently.
Install, configure, and troubleshoot desktop computers, laptops, printers, scanners, and other peripheral devices.
Set up and maintain user accounts, profiles, and permissions.
Install and upgrade software applications and operating systems as needed.
Perform regular maintenance tasks, such as software updates, patches, and system backups.
Conduct hardware inspections, repairs, and replacements as necessary.
Maintain an inventory of hardware and software assets, including tracking warranties and licenses.
Provide training and assistance to end-users on the proper use of hardware, software, and IT systems.
Educate users on best practices for data security, password management, and system optimization.
Utilize remote access tools to provide support to remote users and branch offices.
Troubleshoot connectivity issues and assist with remote software installations and configurations.
Log and track support requests using a ticketing system.
Generate reports and metrics to monitor support activity, trends, and performance.
Collaborate with the Director of IT to resolve complex technical issues and implement IT projects.
Communicate effectively with end-users, management, and stakeholders to provide updates and gather feedback.
If necessary, liaise with third-party support and PC equipment vendors.
Perform related duties consistent with the scope and intent of the position.

Benefits

Medical Insurance
Dental Insurance
Vision Insurance
FSA- Flexible Spending Account
HSA – Health Savings Account
Life Insurance – Employer paid- 1.5x annual pay
Paid Family Leave
3-Weeks Paid Vacation annually
401k Safe Harbor Plan (after 60 days)
10 paid Holidays
Employee Discounts
Work Anniversary Milestones- Employee Bonus -1 year/5 year/15 year/20 year/25 year
Quarterly Employee Feedback Survey