Desktop Support Specialist / Information Systems / PRN

Catawba Valley Health System; North Carolina; On-site; USD 42,000 - 65,000; Full time

Job summary

Catawba Valley Health System seeks an IT Help Desk Specialist to serve as the primary contact for the IT Service Help Desk, documenting requests and actions in the ticketing system for timely resolution.

The role involves diagnosing and troubleshooting hardware and software on Windows devices, and training peers while escalating complex issues to Tier III as needed.

Qualifications

• Associate degree in Computer Science or a high school diploma/equivalent with five years in IT technical support or service desk.
• Must obtain an IT support certification within twelve months of employment (e.g., CompTIA A+, HDI‑CSR, Google GITSPC, ETA CNCT, or Apple ACMT).
• Bachelor’s degree in a computer related field is preferred.
• CompTIA A+ or Network+ Certification preferred.

Responsibilities

• Acts as the primary contact for IT Service Help Desk and documents requests/issues in the ticketing system for timely resolution.
• Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software.
• Serves as a trainer and escalation point for End User Support Specialists before escalation to Tier III Support.

Skills

Customer service

Documentation

Remote/onsite support

Training and escalation

Education

Associate degree in Computer Science or equivalent with 5 years IT support

Bachelor’s degree (preferred)

Tools

Windows OS

MS Office 365

Job description

Summary of Performance Expectations

Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service. Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end‑user devices and related hardware/software using remote tools or on‑site presence as needed. Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support. Leads peer resources on assigned tasks to ensure successful completion. Strives to ensure a positive customer service experience in all interactions.

Education & Credentials

Required

Associate degree in Computer Science, or a High School diploma/equivalent with five years in IT technical support or service desk. Must obtain an IT support certification (e.g., CompTIA A+, HDI‑CSR, Google GITSPC, ETA CNCT, or Apple ACMT) within twelve months of employment.

Preferred

Bachelor’s degree in a computer related field. CompTIA A+ or Network+ Certification.

Work Experience

Required

Two years of hands‑on experience supporting hardware such as PCs, thin clients, laptops, tablets, handhelds, printers, phones, and various peripheral devices. Experience in software troubleshooting, including Windows Operating Systems and MS Office 365. General technical understanding of network hardware, topologies, and protocols. With training and on‑the‑job experience, the incumbent should become proficient in the basic aspects of the position within three months of the employment date..

Preferred

Experience in customer service roles, particularly within large healthcare environments.