Desktop Support Specialist

Job Title:    Desktop Support Specialist
Department:  Deployment & Site Support NWCH
Location:  Newark-Wayne-Community Hospital,1200 Driving Park Avenue Newark, NY 14513
Hours Per Week: 40 
Schedule:  Full-Time, Day Shift M-F, (7:30 am -4:00 pm) , On-Call Requirements is once every 4 weeks

On-Call

Mon-Fri - 5:00 PM - 7:30 AM

Sat-Sun -7:30 AM - 7:00 AM

Position Summary:
This position is to provide IT technical support at Rochester Regional Health for all approved end-user computer hardware, software and related technologies. Support also includes the scheduling and installation of approved hardware and software to meet customer and organizational needs. The position also require independent analysis and problem solving as well as great customer service skills.
Key Responsibilities:

• Acts as a liaison with end-user for computer related issues and escalations.

• Acts as a technical resource in assisting customers to assess and resolve hardware and software issues.

• Install and configure computers, monitors, and peripherals such as printers, scanners, smartphones and other related hardware.

• Upgrade operating systems and software.

• Assist with new project requests as needed.

• Create and update documentation as needed.

• Track and document, within the ticketing system, progress and steps taken to resolve issues.

• Performs and assists in hardware and software maintenance services.

• Report on trends.

• Participate in the major incident identification and resolution process.

• Performs on-call responsibilities.

• Able to work a flexible schedule (hours may vary), work after-hours calls, may include some evenings and weekends as needed.

• Maintains a high degree of computer expertise.

• Troubleshoots and resolves tickets for issues and requests for new mobile equipment, features, and functionality for customer’s in-person, remotely, and by phone support.

• Maintains mobile device inventory management.

• Provides Level I technical support in assisting IT Support Services team members with setup, configuration, maintenance, and reported problems for mobile devices.

• Performs other duties as assigned.

Desired Attributes:

• Strong customer service skills required.

Minimum Qualifications:

• Associate's degree in Computer Science or related field preferred.

• 2-3 years of Information Technology experience preferred.

Required Licensure/Certification Skills:

• None

Rochester Regional Health System is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran

EDUCATION:

LICENSES / CERTIFICATIONS: 

PHYSICAL REQUIREMENTS:

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Any physical requirements reported by a prospective employee and/or employee’s physician or delegate will be considered for accommodations.

PAY RANGE:

The listed base pay range is a good faith representation of current potential base pay for a successful full time applicant. It may be modified in the future and eligible for additional pay components. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.