IT Desktop Support Engineer

Summary/Objective

The IT Desktop Support Engineer provides hands-on onsite technology support for Omega employees working in the Indianapolis contact center. The role is responsible for maintaining reliable end-user computing, workstation, peripheral, virtual desktop, access, and connectivity support so representatives and support teams can perform patient-support operations with minimal disruption. This position serves as the first onsite point of contact for desktop and floor technology issues, resolves L1/L2 incidents, prepares and deploys equipment, supports new-hire and training waves, and coordinates escalations with Omega Infrastructure, Network, Cybersecurity, Application, Telecom, and vendor teams. The role operates in a regulated healthcare environment and must consistently follow HIPAA, information-security, access-control, and asset-management requirements.

Essential Job Functions

• Provide visible, responsive onsite L1/L2 technical support across the contact center floor, training rooms, conference rooms, and designated support areas, with particular focus on minimizing agent downtime and restoring service quickly.
• Diagnose and resolve Windows 10/11 workstation, laptop, and contact center technology issues including login/authentication, user profiles, performance, application access, web browers, softphone/VoIP connectivity, audio devices, headsets, dual monitor configurations, docking stations, printers, and approved peripherals.
• Support user access and identity issues involving Active Directory and/or Entra ID, password resets, multifactor authentication, account lockouts, group-based access, VPN, and other approved access controls within assigned permissions and escalation procedures.
• Provide first-line support for virtual desktop and secure remote-access solutions, including AWS WorkSpaces/AWS VDI and/or Azure Virtual Desktop when used by the program, and escalate infrastructure-level issues with clear diagnostic information.
• Support contact center applications and end-user workflows by troubleshooting local or endpoint-related issues affecting CRM/case management systems, web applications, softphone/telephony tools, collaboration platforms, and other approved business applications.
• Provide support by answering calls received through IT ticketing tool and support users working remotely.
• Should be able to work on call center console to provide user level access to voice calls.
• Troubleshoot basic network and connectivity issues using working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi and wired connectivity, and escalate switch, firewall, routing, bandwidth, ISP, or server-side issues to the appropriate infrastructure or network team.
• Provide onsite technology support during new-hire onboarding, training waves, nesting, go-live activities, shift launches, major system changes, and other high-volume readiness events; verify equipment and access are functional before employees enter production.
• Respond to floor-wide or high-impact incidents, rapidly assess scope, communicate status to local Operations and IT leadership, open or update incident records, and coordinate with central IT and vendors until service is restored.
• Partner with Operations, Training, Workforce Management, Facilities, and centralized IT teams to identify recurring technology issues, reduce avoidable downtime, and improve workstation and site readiness.
• Prepare, image, configure, deploy, replace, and recover laptops, desktops, monitors, headsets, docking stations, and other approved endpoint equipment in accordance with Omega standards and approved endpoint-management processes.
• Support application installation, endpoint configuration, patching, security updates, device compliance, and approved software deployment in partnership with Infrastructure and Cybersecurity teams and within assigned administrative permissions.
• Maintain accurate local inventory and chain-of-custody records for assigned technology assets, spare devices, loaners, peripherals, and accessories; support equipment assignment, return, secure storage, refresh, and disposal processes.
• Follow and reinforce security controls including MFA, least privilege, endpoint protection/EDR, approved software standards, secure handling of devices, and HIPAA/PHI requirements; promptly escalate suspected security incidents, lost devices, malware, or unauthorized access.
• Document incidents, service requests, troubleshooting steps, resolutions, escalations, asset changes, and recurring issues in the approved ticketing and asset-management systems; contribute to knowledge articles and standard support procedures.

Key Success Indicators/Attributes

• Provides timely, courteous, and technically sound onsite support that minimizes employee downtime and helps maintain stable contact center operations across the assigned coverage window.
• Meets established service-level, ticket-response, resolution, escalation, documentation, and customer-service expectations while appropriately prioritizing patient-support operations and high-impact incidents.
• Demonstrates strong troubleshooting discipline, accurately separates endpoint issues from application, identity, network, VDI, telecom, or infrastructure issues, and escalates with sufficient diagnostic detail to accelerate resolution.
• Maintains accurate device configuration, asset inventory, access, and support documentation and follows established change, security, privacy, and equipment-handling procedures.
• Communicates clearly with employees, Team Leads, managers, Training, Facilities, centralized IT teams, and vendors, including during outages or other time-sensitive incidents.
• Works effectively in a fast-paced contact center environment, remains calm under pressure, manages multiple competing incidents, and demonstrates strong ownership through issue closure and follow-up.
• Maintains current knowledge of supported endpoint technologies, contact center equipment, security requirements, standard troubleshooting procedures, and approved escalation paths.

Supervisory Responsibility

None. This role may provide functional guidance to employees on proper use of equipment and approved technology procedures but does not have direct people-management responsibility.

Work Environment

This role is fully onsite in the Indianapolis, Indiana patient-support contact center. The position requires frequent presence on the production floor and in training and support areas to troubleshoot employee technology issues. The environment includes desktop and laptop computers, multiple monitors, headsets, telephony/softphone tools, wired and wireless networks, printers, secure access systems, virtual desktop environments, network closets, and other standard office and contact center technology. The role may involve work in restricted IT or equipment areas in accordance with access and safety requirements.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; and talk or hear. Specific vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work

This is a full-time, non-exempt, onsite position in Indianapolis, Indiana. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window. IT support schedules may be staggered across early and later shifts to maintain onsite coverage. The assigned schedule may change based on training waves, go-live activity, production needs, outages, maintenance, and business requirements. Occasional evening, weekend, holiday, or after-hours support may be required for critical incidents or planned technology work.

Travel

Minimal travel required; up to 5%

Required Education and Experience

• High School Diploma or GED required; associate degree, technical diploma, or equivalent post-secondary coursework in Information Technology, Computer Science, Networking, or a related field is preferred.
• Two or more years of hands-on desktop support, help desk, IT technician, end-user computing, field support, or similar experience supporting Windows-based users in a business environment.
• Working knowledge of Windows 10/11 troubleshooting, workstation and laptop hardware, monitors, docking stations, headsets, printers, software installation, user profiles, and standard enterprise productivity applications.