Advanced Desktop Technician – Remote & Onsite Support

Dartmouth Health; Lebanon (NH); On-site; USD 35,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plans

Job summary

Dartmouth Health, based in New Hampshire, seeks a technical support professional to handle escalated tickets, deploy hardware and software, and assist with moves, adds, and changes across campuses. The role may involve remote and on-site support and requires strong customer service and troubleshooting skills.

The position supports Dartmouth Health managed devices (PCs, peripherals, mobile devices, tablets, printers, scanners) and may involve training, documentation, and process improvement.

Qualifications

• High school diploma or equivalent required.
• Intermediate knowledge of computer hardware and software.
• Intermediate knowledge of troubleshooting methodologies.

Responsibilities

• Provides technical support to end users for complex applications, processes, and hardware issues. Documents accurate assessments, performs analyses, and effectively troubleshoots issues.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Successfully utilizes the ACD system within department guidelines to back up tier 1 support as needed.
• Performs work locally, remotely, via telephone, e-mail, and in-person at all Dartmouth Health locations as necessary.
• Provides services for Dartmouth Health managed equipment including PCs, peripherals, mobile devices, tablets, kiosks, faxes, printers, and scanners. This may include installing/uninstalling software, and setup of new equipment and peripherals.
• Provides system hardware and/or software repairs and upgrades of Dartmouth Health PCs and peripherals utilizing technical skills and appropriate tools.
• Maintains proficiency with tools for ticket management, problem management, inventory, and asset management; may update documentation.
• Presents information in group settings and communicates status of open problems to all concerned parties.
• Monitors team work queues and takes ownership of tickets according to priority.
• Acts as departmental technical expert and provides training to team members.

Skills

Customer service

Troubleshooting

Remote support

Education

High school diploma or equivalent

Tools

ACD system

Job description

Dartmouth Health, based in New Hampshire, seeks a technical support professional to handle escalated tickets, deploy hardware and software, and assist with moves, adds, and changes across campuses. The role may involve remote and on-site support and requires strong customer service and troubleshooting skills.

The position supports Dartmouth Health managed devices (PCs, peripherals, mobile devices, tablets, printers, scanners) and may involve training, documentation, and process improvement.