Desktop Support - ONSITE, Concord, CA

Introduction

The Desktop Support role involves providing onsite IT support at a customer site, specifically within hospital and clinic environments. The primary responsibilities include hardware and software support, incident break/fix, service request fulfillment, deployments, upgrades, hardware lifecycle management, and collaboration with other IT teams within the organization.

Responsibilities

• Participate in IT projects such as system upgrades, application rollouts, or infrastructure changes
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software
• Maintain detailed and accurate records in workload management, asset management, and administrative applications
• Provide tier I and II support in all areas of the organizational service portfolio
• Deliver excellent customer service to employees at all levels, including customers, peers, and leadership
• Follow documentation and checklists to ensure efficiency and consistency
• Participate in team meetings, team building activities, and other opportunities to strengthen the department
• Communicate professionally, positively, and in a timely manner in person, on the phone, and via electronic means
• Provide customer service support to internal users, external customers, and vendors on JMH''s Network
• Perform regular checks and maintenance on systems and devices to ensure optimal performance
• Ensure adherence to SLAs for response and resolution times
• Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues
• Accurately document issues and resolutions in ticketing systems and assist in root cause analysis

Requirements

Required Skills

• Microsoft Windows proficiency
• Customer service experience
• Break/Fix knowledge
• Computer hardware expertise
• Technical support background
• Lifecycle management understanding

Preferred Skills

• Experience in healthcare IT support
• Certifications in relevant IT fields
• Knowledge of industry best practices
• Strong problem-solving abilities
• Ability to work independently and in a team