Desktop Support Specialist

Rochester General Hospital; Village of Newark (NY); Hybrid; USD 30,000 - 34,000; Full time

Job summary

Rochester Regional Health seeks a Desktop Support Specialist to deliver IT technical support for end-user hardware, software, and related technologies at Newark-Wayne Community Hospital. The role includes scheduling/installing approved hardware and software, independent problem solving, and strong customer service.

The position requires an AS and 2–3 years IT experience, is hybrid onsite/remote at 1200 Driving Park Ave, Newark, NY 14513, with 7:30 AM–4:00 PM hours and on-call rotations.

Qualifications

• Strong customer service skills required.
• AS (Required)
• Associate's degree in Computer Science or related field preferred.
• 2-3 years of Information Technology experience preferred.

Responsibilities

• Acts as a liaison with end-user for computer related issues and escalations.
• Assists customers to assess and resolve hardware and software issues.
• Install and configure computers, monitors, and peripherals such as printers and scanners.
• Upgrade operating systems and software.
• Assist with new project requests as needed.
• Create and update documentation as needed.
• Track and document progress in the ticketing system.
• Provide Level I technical support for mobile devices.

Skills

Strong customer service

Education

AS (Required)

Associate's degree in Computer Science or related field preferred

Job description

Job Title: Desktop Support Specialist

Department: Deployment & Site Support NWCH

Location: Hybrid (Onsite & Remote), Newark-Wayne Community Hospital, 1200 Driving Park Avenue, Newark, NY 14513, United States of America

Hours Per Week: 40

Schedule: Full-Time, Day-Shift, Monday to Friday, 7:30 AM - 4:00 PM

On-Call Requirements --Mon - Fri 4:30 PM - 7:30 AM

Weekend Rotation --every fourth weekend

Position Summary:

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 require 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.

Required Licensure/Certification Skills:

None

EDUCATION:

AS (Required)

PHYSICAL REQUIREMENTS:

Light - Light non-clinical roles include frequent standing or walking and minimal lifting, typically under 20 lbs. Tasks often involve sitting at a workstation, using a computer, handling paperwork, and interacting with colleagues or visitors. Fine motor control is essential for typing and administrative tasks, while clear vision and hearing support accurate communication. Emotional and cognitive demands include managing multiple tasks, handling interruptions, and exercising independent judgment. Environmental exposures are generally low but may include shared workspaces, proximity to clinical areas, or occasional crowding.

Program Specific Requirements:

For disease specific care programs refer to the program specific requirements of the department for further specifications on experience and educational expectations, including continuing education requirements.

Accommodations:

Any physical requirements reported by a prospective employee and/or employee's physician or delegate will be considered for accommodations.

PAY RANGE:

• $22.00 - $25.00

CITY:

Newark

POSTAL CODE:

14513

The posted pay range is a good faith representation of potential base pay for this position. It may be modified in the future and eligible for additional pay components. Individual annual salaries/hourly rates could vary based on position details and FTE. Pay is determined by considering factors including, but not limited to, experience, relevant qualifications, specialty, internal equity, locations, and contracts.

Rochester Regional Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, marital or familial status, military or veteran status, citizenship or immigration status, or any other characteristic protected by federal, state, or local law.