IT Desktop Support Engineer

Omega Healthcare Solutions•FL, FL

2d•$30 - $33•Onsite

About The Position

The IT Desktop Support Engineer provides essential L1/L2 technical support within a contact center environment. This role focuses on minimizing agent downtime and ensuring quick service restoration by diagnosing and resolving issues with Windows workstations, laptops, and associated peripherals. The engineer will also support user access and identity management, virtual desktop solutions, and critical contact center applications. Responsibilities extend to supporting call center technology, troubleshooting network connectivity, ensuring operational readiness for new employees and system changes, and responding to high-impact incidents. Additionally, the role involves device provisioning, asset management, and enforcing security protocols.

Requirements

High School Diploma or GED required
Two or more years of hands-on desktop support, help desk, IT technician, end-user computing, field support, or similar experience supporting Windows-based users in a business environment.
Working knowledge of Windows 10/11 troubleshooting, workstation and laptop hardware, monitors, docking stations, headsets, printers, software installation, user profiles, and standard enterprise productivity applications.
Working knowledge of identity and connectivity fundamentals including Active Directory and/or Entra ID, password and MFA support, TCP/IP, DNS, DHCP, VPN, wired and wireless networking, and basic network troubleshooting.
Demonstrated ability to document incidents clearly, use ticketing systems, prioritize competing requests, communicate effectively with non-technical users, and escalate complex issues appropriately.
Ability and willingness to complete all required Omega, client, HIPAA/privacy, information-security, cybersecurity, physical-security, incident-response, and program-specific training.
Strong customer-service orientation, professional communication, discretion, attention to detail, reliability, and the ability to maintain confidentiality while supporting employees who may access protected health information and other sensitive data.

Nice To Haves

Associate degree, technical diploma, or equivalent post-secondary coursework in Information Technology, Computer Science, Networking, or a related field is preferred.
Experience supporting a high-volume contact center, healthcare operation, regulated environment, or other business where workstation availability, security, and rapid incident response are critical.
Hands-on exposure to AWS WorkSpaces/AWS VDI and/or Azure Virtual Desktop, Microsoft Intune or comparable endpoint-management tools, remote-support tools, endpoint imaging, patching, and software-deployment processes.
Experience in IT ticketing tool like ServiceNow, Manage Engine etc. – ITIL framework. Should be having exposure to work and update tickets in ticketing tool.
Exposure to patching solutions like Manage Engine, SCCM etc.
Experience supporting call center telephony or softphone platforms, USB or wireless headsets, audio troubleshooting, dual-monitor workstations, and common agent-peripheral issues is preferred.
CompTIA A+, Network+, Microsoft, ITIL, or comparable technical certification is preferred but not required.

Responsibilities

Provide visible, responsive onsite L1/L2 technical support across the contact center floor, training rooms, conference rooms, and designated support areas, with particular focus on minimizing agent downtime and restoring service quickly.
Diagnose and resolve Windows 10/11 workstation and laptop issues involving login, authentication, user profiles, performance, freezing, application access, printing, browser behavior, audio, headsets, docking stations, monitors, keyboards, mice, and other approved peripherals.
Support user access and identity issues involving Active Directory and/or Entra ID, password resets, multifactor authentication, account lockouts, group-based access, VPN, and other approved access controls within assigned permissions and escalation procedures.
Provide first-line support for virtual desktop and secure remote-access solutions, including AWS WorkSpaces/AWS VDI and/or Azure Virtual Desktop when used by the program, and escalate infrastructure-level issues with clear diagnostic information.
Support contact center applications and end-user workflows by troubleshooting local or endpoint-related issues affecting CRM/case management systems, web applications, softphone/telephony tools, collaboration platforms, and other approved business applications.
Provide support by answering calls received through IT ticketing tool and support users working remotely.
Support call-center-specific technology including headsets, audio devices, softphone/VoIP connectivity, workstation performance, dual-monitor configurations, wired network connections, printers, and other equipment required for production and training.
Work on call center console to provide user level access to voice calls.
Troubleshoot basic network and connectivity issues using working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi and wired connectivity, and escalate switch, firewall, routing, bandwidth, ISP, or server-side issues to the appropriate infrastructure or network team.
Provide onsite technology support during new-hire onboarding, training waves, nesting, go-live activities, shift launches, major system changes, and other high-volume readiness events; verify equipment and access are functional before employees enter production.
Respond to floor-wide or high-impact incidents, rapidly assess scope, communicate status to local Operations and IT leadership, open or update incident records, and coordinate with central IT and vendors until service is restored.
Partner with Operations, Training, Workforce Management, Facilities, and centralized IT teams to identify recurring technology issues, reduce avoidable downtime, and improve workstation and site readiness.
Prepare, image, configure, deploy, replace, and recover laptops, desktops, monitors, headsets, docking stations, and other approved endpoint equipment in accordance with Omega standards and approved endpoint-management processes.
Support application installation, endpoint configuration, patching, security updates, device compliance, and approved software deployment in partnership with Infrastructure and Cybersecurity teams and within assigned administrative permissions.
Maintain accurate local inventory and chain-of-custody records for assigned technology assets, spare devices, loaners, peripherals, and accessories; support equipment assignment, return, secure storage, refresh, and disposal processes.
Follow and reinforce security controls including MFA, least privilege, endpoint protection/EDR, approved software standards, secure handling of devices, and HIPAA/PHI requirements; promptly escalate suspected security incidents, lost devices, malware, or unauthorized access.
Document incidents, service requests, troubleshooting steps, resolutions, escalations, asset changes, and recurring issues in the approved ticketing and asset-management systems; contribute to knowledge articles and standard support procedures.