Desktop Support Specialist

Desktop Support Specialist

This position is to provide IT technical support at Rochester Regional Health for all approved end-user computer hardware, software and related technologies. Support also includes the scheduling and installation of approved hardware and software to meet customer and organizational needs. The position also requires independent analysis and problem solving as well as great customer service skills.

Key Responsibilities:

• Acts as a liaison with end-user for computer related issues and escalations.
• Acts as a technical resource in assisting customers to assess and resolve hardware and software issues.
• Install and configure computers, monitors, and peripherals such as printers, scanners, smartphones and other related hardware.
• Upgrade operating systems and software.
• Assist with new project requests as needed.
• Create and update documentation as needed.
• Track and document, within the ticketing system, progress and steps taken to resolve issues.
• Performs and assists in hardware and software maintenance services.
• Report on trends.
• Participate in the major incident identification and resolution process.
• Performs on-call responsibilities.
• Able to work a flexible schedule (hours may vary), work after-hours calls, may include some evenings and weekends as needed.
• Maintains a high degree of computer expertise.
• Troubleshoots and resolves tickets for issues and requests for new mobile equipment, features, and functionality for customer's in-person, remotely, and by phone support.
• Maintains mobile device inventory management.
• Provides Level I technical support in assisting IT Support Services team members with setup, configuration, maintenance, and reported problems for mobile devices.
• Performs other duties as assigned.

Desired Attributes:

• Strong customer service skills required.

Minimum Qualifications:

• Associate's degree in Computer Science or related field preferred.
• 2-3 years of Information Technology experience preferred.

Rochester Regional Health System is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran