Desktop Support Technicians

Description

Job description

We are searching for Desktop Support Technicians to support our client, a major hospital system in northern Massachusetts. You will help install, upgrade, and troubleshoot all hardware and software for the installed client base. To succeed in this position, you will possess excellent problem-solving skills and the ability to communicate clearly and precisely with the end user. Successful candidates will be familiar with remote troubleshooting techniques and the tools required for successful troubleshooting. Possess the ability to multitask and function in several technical support roles. Some travel may be required. This position reports to the Desktop IT Manager.

Responsibilities

·      Provide on-site and remote technical support to users.

·      Fully document support tickets on reported issues

·      Remotely assist customers through installation of applications and computer peripherals.

·      Guide users with simple, step-by-step instructions

·      Conduct remote troubleshooting when required

·      Test alternative pathways to resolve an issue

·      Customize desktop applications to meet user needs

·      Escalate issues as appropriate

·      Follow up with clients to ensure continued system functionality

·      Report and document customer feedback and potential product requests

·      Create technical documentation and manuals

Requirements

Qualifications

·      An ability to work independently and in a team setting with others professionally and respectfully

·      An ability to adjust to changing situations to meet Urgent and critical issues

·      Hands-on experience in Operating Systems and Office Suite, including MS Teams

·      Working knowledge of office automation products and computer peripherals, including but not limited to printers and scanners.

·      Knowledge of network security practices and anti-virus programs

·      Ability to perform remote troubleshooting and provide clear and concise instructions

·      Excellent problem-solving and multitasking skills

·      Service Now experience (preferred)

Requirements

·      Help Desk / Desktop support three years+ (preferred)

·      Strong, systematic, and professional problem-solving skills

·      Proficiency with Windows OS, Active Directory administration, and PC troubleshooting

·      Deliver high-quality customer service and technical support

·      Customer-oriented attitude