Desktop Support Technician (2nd Shift)

Job Description

Job Description

Job Title: Desktop Support Technician (2nd Shift) Job Description

This role provides on-site second-shift desktop support within a hospital environment, focusing on imaging, deploying and upgrading end user devices, resolving hardware and software issues, and delivering high-quality customer service. You will support clinical and non-clinical staff, respond to escalated tickets, and ensure that end user systems remain secure, reliable and aligned with organisational standards.

• Image, configure and upgrade desktop computers, including Windows 10 and Windows 11 devices, ensuring consistent builds and adherence to standards.
• Deploy PCs, Macs, printers, Wyse terminals and other end user devices, including physical installation, configuration and testing.
• Perform Windows 11 upgrades and ensure compatibility with existing applications and hospital systems.
• Set up and configure Wyse terminals and related thin client infrastructure to support clinical and administrative workflows.
• Support and participate in mobile device management (MDM) migrations using Intune, including enrolment, policy application and troubleshooting.
• Install, configure and support clinical and other business software applications, following established procedures.
• Provide clear, service-oriented communication to end users, explaining technical issues, policies and complex messages in an accessible way.
• Deliver one-to-one instruction, training and guidance to end users and the help desk on hardware, software and standard operating procedures.
• Provide exemplary customer service across all levels of the organisation, maintaining a solutions-focused, “never-say-no” approach when addressing issues.
• Follow established guidelines and standards to ensure consistent communication and alignment with the wider IT team.
• Administer, configure, support and troubleshoot end user devices, including PDAs, PCs, Macs, workstations, printers, LAN-connected equipment, audio-visual systems, video conferencing tools and telephones.
• Critically analyse system failures, identify root causes and implement effective remedies to minimise disruption to daily staff activities.
• Conduct regular checkpoint rounds throughout the hospital environment to ensure all equipment is operational and available.
• Ensure adherence to electronic and physical security policies for computers, data and IT infrastructure, including appropriate access and safeguarding practices.
• Diagnose and resolve common hardware and software problems and malfunctions across supported systems and devices.
• Act as a technical resource to users, advising on appropriate hardware and software acquisitions and configurations.
• Perform proactive diagnostic checks on desktop computers to maintain performance, stability and protection from viruses and other threats.
• Assist with the creation and maintenance of written documentation, including problem resolutions, tool configurations and end user guides.
• Monitor assigned desktop queues in the Front Range ticketing system, recording real-time journal entries for all actions taken.
• Close tickets within established service levels, ensuring accurate, timely and complete documentation of work performed.
• Comply with all administrative responsibilities, including use of tools such as Innotas, timely journal entries and standard email templates.
• Assist in planning and implementing small projects and department-specific initiatives, including hardware and software rollouts.
• Participate in the installation, rollout and upgrade of new software, hardware, systems, servers and networks as required.
• Meet targets for resolving a specified number of tickets per day and achieving a defined percentage of monthly tickets resolved on-site using mobile tools and devices.
• Strive to reduce mean time to resolution by managing workload efficiently and prioritising issues effectively.
• Respond to escalated tickets from the outsourced help desk, ensuring timely on-site support for hardware and software issues outside of Epic.
• Work as part of the Rapid Response team to address urgent incidents within defined timeframes, particularly in critical clinical areas.
• Provide on-site support in the Emergency Department and other hospital floors, including during surgeries, working directly with hospital staff and patients.
• Support and learn proprietary healthcare applications, applying training to deliver effective technical assistance to clinical users.

• Proven experience in desktop support within a Windows 10 and Windows 11 environment.
• Strong skills in imaging and deployment of desktops, laptops and related end user devices.
• Experience troubleshooting hardware and software issues, including PCs, Macs, printers and peripherals.
• Knowledge of network connectivity troubleshooting, including basic LAN and device connectivity issues.
• Familiarity with Active Directory for user and device-related support tasks.
• Experience supporting Office 365 applications in a desktop support context.
• Demonstrated customer service skills, with the ability to work effectively in a fast-paced, team-oriented environment.
• Ability to communicate technical concepts, policies and complex information clearly to non-technical users.
• Experience with Windows 10 and Windows 11 operating systems, including configuration and support.
• Ability to handle multiple tickets and priorities while meeting defined service level targets.
• Comfort working on-site in a clinical or hospital environment, including direct interaction with staff and patients.

• Experience with mobile device management (MDM) tools such as Intune.
• Exposure to clinical or healthcare environments and healthcare applications.
• Experience with Wyse terminals or thin client solutions.
• Familiarity with ticketing systems such as Front Range for incident and request management.
• Experience with project participation, including small-scale rollouts and upgrades.
• A+ Certification or equivalent IT certification is a plus.
• Healthcare experience is desirable and considered an advantage.

You will work in a prestigious hospital environment where your technical expertise directly supports patient care and clinical excellence. The role offers extensive one-to-one interaction with end users, providing opportunities to build strong relationships and see the immediate impact of your work. You will gain exposure to advanced healthcare technologies and proprietary applications, with training and support to develop your skills further. The organisation fosters a collaborative culture, with established IT teams on-site and a strong emphasis on teamwork, responsiveness and continuous improvement.

The role is based on-site within a main hospital in Manhattan, working on a second-shift schedule. You will operate across clinical and non-clinical areas, including the Emergency Department and operating theatres, and may enter areas while surgeries are in progress. The environment is fast paced and highly dynamic, requiring responsiveness to escalated tickets and urgent incidents. You will work closely with a Rapid Response team and an outsourced help desk, using tools such as Front Range for ticket management and Innotas for administrative tasks. The technology landscape includes Windows 10 and Windows 11 desktops, Macs, Wyse terminals, printers, PDAs, Office 365, audio-visual and video conferencing equipment, telephones and proprietary healthcare applications. Work is primarily on-site and hands-on, supporting staff and, where appropriate, patients directly in a professional clinical setting.

This is a Contract position based out of New York, NY.

The pay range for this position is $22.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in New York,NY.

This position is anticipated to close on Aug 3, 2026.

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.