Desktop Support Engineer

Role : Desktop Support Engineer


Location: Boston, MA


FTE & Contract Both

Senior Desktop Support provides on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.

Primary Responsibilities:
• Provide day-to-day IT support operations at clinical locations using the ServiceNow ticketing system which includes traveling on site to clinics.
• Provide support for end-user experience - such as onboarding, technical installation of hardware, answering technical questions and following up with users.
• IT Support for any escalations from a clinical location.
• Diagnose, troubleshoot, and resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), replacing parts as required.
• Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
• Assist the clinical staff by maintaining IT readiness for day-to-day operations.
• Management of IT assets including


o Receiving large orders of equipment


o Manage assets at current storage locations.


o Daily shipping of devices to locations on demand


o Managing shipping and returns of assets from remote staff.
• Support project work which includes but not limited to the following:


o New product Rollouts


o Department moves and buildouts.


o Refresh of Desktop IT equipment.
• Provide training and directions to other Desktop members as needed.


o Provide feedback on staff to management.

Desktop Support provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.


- Support Remote and Work-From-Home Staff


- Be proficient in oral and written communication


- Have skills in data analysis and solution development


- Effective time and resource management


- Strong deductive skills for system analysis and problem-solving


- Ability to manage multiple activities


- Advanced proficiency with Microsoft Office, Windows OS, HP hardware, and related technologies.


- Analyzes and investigate complex IT issues as they arise


-In-depth knowledge of PC hardware and peripherals.


- Experience with Windows OS, Imaging, Active Directory, Exchange, VPNs, Citrix, Data Migration.