Junior Desktop Support Technician

Community Health System Services LLC•Buckland, MA

3d•$24 - $30•Onsite

About The Position

Xtensys is hiring a Junior Desktop Support Technician to provide technical support to end users in a healthcare environment. The role supports users in call center, remote, and onsite settings, troubleshooting software, hardware, and network issues so staff have the technology needed to support patient care. The technician works under the direction of the Desktop Support Manager and collaborates with the Desktop Support Supervisor and broader support team. The position is onsite at a designated home location in Ithaca, New York. The regular schedule is Monday through Friday, 8:00 AM–4:30 PM Eastern Time. Occasional after-hours support and holiday coverage may be required based on project needs, ticket volumes, and customer schedules. Travel is up to 45% within 50 miles of the assigned home location. Compensation is $24.00–$30.00 per hour.

Requirements

Experience providing desktop, service desk, or technical support in a healthcare or enterprise environment.
Strong troubleshooting skills across hardware, software, Microsoft 365, user accounts, printing, network connectivity, mobile devices, and clinical applications.
Working knowledge of Microsoft Windows operating systems and Microsoft 365, including Outlook, Teams, OneDrive, and Office applications.
Working knowledge of Intune-managed devices and basic identity and access management concepts.
Ability to diagnose and resolve a wide range of technical issues while delivering strong customer service in a fast-paced, patient-care-focused environment.
Excellent communication and interpersonal skills, including the ability to explain technical concepts clearly to users with varying levels of technical expertise.
Ability to perform the essential functions of the role, with or without reasonable accommodation.
Ability to travel up to 45% within 50 miles of the assigned home location.

Nice To Haves

Familiarity with Epic and other healthcare applications.
Associate degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and relevant experience.
CompTIA A+, Network+, and/or Security+ certification.

Responsibilities

Identify, diagnose, and resolve end-user personal computer issues involving software, hardware, network connectivity, internet and intranet access, and local and network printers.
Provide one-on-one problem resolution and follow up with end users to confirm issues are fixed and users are satisfied.
Configure, tag, and deliver end-user PCs, software, peripherals, and approved hardware and applications.
Route end-user application software access requests through the ticketing system.
Install and support LAN and remote communications between personal computers and client computer systems.
Maintain accurate support-call records in the assigned ticketing software, including work performed, repairs, and service-call opening and completion times.
Schedule PC maintenance and upgrades to minimize end-user downtime.
Follow assigned work through completion and communicate with the manager when additional assistance is needed.
Escalate problems promptly to appropriate personnel when required.
Provide requested reports on the status of assigned work.
Install and maintain antivirus software on personal computers and laptops throughout the environment.
Prepare and maintain administrative installation and configuration documentation for supported applications and hardware.
Collaborate with internal teams and external vendors as needed.
Coordinate equipment moves involving PCs and network users.
Interact courteously, respectfully, and in a friendly manner with associates, staff, and physicians.
Attend mandatory annual educational programs required for the position.
Assist with network connectivity in network closets by patching network ports to switches without disrupting other clients.