Desktop Support Technician

Seeking a Desktop Support Technician to join a company in Cooperstown, NY.

Core Function

The technology support specialist provides onsite IT support at various customer sites (hospital & clinic environments) This position is responsible for a wide variety of hardware, software, application, throughout the healthcare system. This function includes support to incident break/fix, service request fulfillment, deployments, upgrades, hardware lifecycle management, and collaborative work with other tier II and III IT and shared services teams throughout the organization as the boots on the ground resource.

Primary Responsibilities & Competencies

• Incident Documentation and Root Cause Analysis: Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence.

• Training and Knowledge Sharing: Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies.

• Project Support: Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes.

• Compliance and Security Adherence: Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA).

• Inventory and Resource Management: Monitor and manage IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts.

• Collaboration with Vendors: Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services.

• Proactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures.

• Service Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times, prioritizing tasks accordingly.

• Cross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively.

• Provide customer service support to both internal users, external customers, and vendors.

• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.

• Maintains detailed and accurate records in workload management, asset management, and administrative applications.

• Provides tier I and II support in all areas of the organizational service portfolio.

• Provides excellent customer service to all levels of employees including customers, peers, and leadership.

• Accurately follows documentation and checklists to ensure efficiency and consistency.

• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department.

• Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.

• Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.

• Self-directed once assigned work and functions with considerable independence.

• Shows an interest in learning more advanced aspects of the functional skills.

• Actively maintains a level of self-study related to technology and customer service.

• Able to communicate with the customer in non-technical terms so the users can understand.

Qualifications

• Associate degree in relevant field with 4+ years technical support experience or 6+ years of technical support experience in lieu of a degree.

• Experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners.

• Experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.

• Familiarity with general networking and customer/server concepts.

• Adaptability, teamwork, and problem-solving abilities in a high-pressure, healthcare-focused environment.

• Ability to lift 40 lbs, work in an environment of varying temperatures, ability to navigate within buildings/units/floors, and travel throughout the service delivery area with a reliable mode of transportation.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or View phone number on click.appcast.io.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or View phone number on click.appcast.io. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.