Position Highlights
- Department: Information Technology
- Hours: Full-Time/40 hours
- Shift: Days, 1st Shift
Position Summary:
The IT Desktop Support Technician is responsible for providing in-house level 1 & 2 technical PC hardware and software support for over 3500 associates across Middlesex County.
Key Responsibilities:
- Provide telephone, e-mail and/or walk-in support for computer hardware, software, applications, printers and mobile devices
- Provide efficient and friendly customer service at all times
- Monitor customer queues in the incident Management System and respond to tickets based on Service Level Agreements (SLA).
- Attempt to resolve all calls on the first contact to maintain a high First Contact Resolution rate (FCR).
- Assign Incident to appropriate second level support resource if unable to resolve.
- Demonstrate a willingness to assist other Service Desk professionals in completing tickets, responding to emails, monitoring alerts and sharing documentation.
- Document accurate and detailed descriptions of all incidents in the Incident Management System.
- Troubleshoot complex hardware and software problems and provide solutions.
- Understand business and/or patient impact of issues and work within team to accept accountability and ownership of requests, moving issues forward to resolution based on severity level.
- Responsible for scheduling and executing tasks for completion based on customer convenience.
- Document new solutions and/or problems using knowledge base template
- Resolve, recreate or troubleshoot problems and route them as needed
- Be ready to take calls at the start of shift, preferably five to ten minutes ahead of the start of shift
- Responsible for staying in compliance with changes in procedures and processes.
- Attend additional training outside of managers guidelines or requirements to proactively increase job knowledge and technical skill level.
- Work with vendors to provide information/solutions, if necessary.
- Other job related duties as assigned.
Minimum Qualifications:
- 1-2 years of experience supporting the windows desktop environment
- Solid analytical, troubleshooting, and problem-solving skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills in a stressful environment.
- Hands-on experience with computer hardware and operating systems
- Working knowledge of two factor authentication, drive encryption as well as the boot and logon process.
- Working knowledge of a range of diagnostic utilities and procedures to safeguard customer data retention.
- Ability to conduct research into a wide range of computing issues is required.
- Highly self-motivated and dedicated, serious work ethic, ability to think, adapt quickly.
- Proven analytical and problem-solving abilities
- Valid driver's license and the ability to travel occasionally and go to remote sites to handle support issues.
- A working knowledge of Microsoft Windows, iOS and ChromeOS
- Practical experience with supporting Desktops, mobile devices, and tablets
- Knowledge and experience of remote support tools
- Must be customer service focused and be able to work independently or in teams
Preferred Qualifications:
- A Degree in Computer Science or Management Information Systems
- Certifications are desirable but not required. (Ex. A+, Network+, MCP, HDI, ITIL.)
- Experience with building and configuring PCs and laptops as well as installing software
- Experience with asset management processes
- Experience with managing endpoints with Ivanti Neurons management suite
Comprehensive Benefits Offered:
- Competitive and affordable health benefits (total rewards package)
- 403(b) retirement plan with company matching
- Paid holidays, time off and sick time
- Wellness rewards program
- Quick commute access from I-84, I-91, Route 9 and surrounding areas
- Free parking with shuttle drop-off service
- …and much more!
About Middlesex Health
The Smarter Choice for your Career!
Come join one of Connecticut’s Top Workplaces, and a Magnet designated organization! At Middlesex Health, we have a unique combination of award-winning talent, world-class technology, and patient-first care that's making health care better. Through our affiliation with the Mayo Clinic Care Network, Middlesex Health has access to the most advanced medical knowledge and research available.
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