Desktop Support - Field Support

Role Summary:
Provide on-site and remote IT support for clinical staff, providers, and practice managers, ensuring smooth day-to-day technology operations and acting as the primary IT contact for users.

Key Responsibilities:

• Deliver IT support using the ServiceNow ticketing system, including visits to clinical locations when needed.
• Set up and support new employees, including hardware installation, software configuration, and user assistance.
• Troubleshoot and resolve hardware, software, operating system, network, and application issues.
• Handle escalated IT incidents from clinical sites and ensure timely resolution.
• Maintain IT readiness by supporting clinical staff and minimizing technology disruptions.
• Manage IT assets, including receiving, storing, shipping, tracking, and returning equipment.
• Support IT projects such as device refreshes, office moves, infrastructure upgrades, and new technology rollouts.
• Assist remote and work-from-home employees with technical issues.
• Provide guidance, training, and support to other desktop support team members.
• Analyze and resolve complex technical problems while continuously improving support processes.

Required Skills & Experience:

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks and priorities effectively.
• Experience with Microsoft Windows OS, Microsoft Office, HP hardware, and related technologies.
• Knowledge of Active Directory, Exchange, VPN, Citrix, imaging, and data migration.
• Understanding of PC hardware, peripherals, software deployment, and system maintenance.
• Experience in incident management, service requests, installations, upgrades, and technical support operations.

Preferred Qualities:

• Customer-focused approach with strong interpersonal skills.
• Adaptability to new technologies and changing business needs.
• Strong analytical and time-management skills.
• Ability to work independently and collaborate with cross-functional teams.