Help Desk Support - On Site

External Community Memorial Hospital • Hamilton, NY

3d • Onsite

About The Position

This role serves as an escalation point for complex technical issues, requiring advanced troubleshooting of hardware, software, network, and operating system problems. The position involves assisting with software installations, system upgrades, configurations, and maintaining security protocols. A key aspect is creating and maintaining a knowledge base of solutions and updating documentation. Additionally, the role includes mentoring and training support staff, coordinating with vendors for technical needs, and participating in IT projects like operating system deployments or new software rollouts. Keeping users and IT teams informed about ticket progress, potential outages, and solutions is also a crucial responsibility.

Requirements

• Deep understanding of operating systems (Windows, macOS), networking, enterprise applications, and remote support tools.
• Advanced analytical and problem-solving skills to approach complex issues logically and effectively.
• Strong customer service skills to interact professionally and efficiently with users, providing clear guidance and support.
• Excellent written and verbal communication skills for effective interaction with users and colleagues at all levels.
• Strong organizational skills to manage work logs, assets, and multiple tasks efficiently.
• A commitment to staying updated on emerging technologies to remain effective.

Nice To Haves

• Certifications like CompTIA A+, Network+, or Microsoft Certified Solutions Associate (MCSA) can demonstrate expertise.

Responsibilities

• Serve as the primary point of contact for complex technical issues.
• Diagnose and resolve intricate hardware, software, network, and operating system problems.
• Assist with software installations, system upgrades, configurations, and maintaining security protocols.
• Create and maintain a knowledge base of solutions for technical problems and update documentation for service delivery.
• Provide guidance, coaching, and training to support staff.
• Act as a liaison with vendors for warranty repairs and other technical needs.
• Participate in IT projects, such as operating system deployments or new software rollouts.
• Keep users and other IT teams informed about ticket progress, potential outages, and implemented solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed