DESKTOP SUPPORT TECHNICIAN

Samaritan Medical Center; City of Watertown (NY); On-site; USD 30,000 - 38,000; Full time

Job summary

Samaritan Medical Center in Watertown, NY seeks an IT Support Specialist to provide in-person and remote assistance for IT endpoints, operating systems, and software. You will handle calls, create tickets, verify users, and resolve issues while following SLA guidelines.

The role requires 1 year of IT support experience, knowledge of Windows and common business software, and familiarity with enterprise tools like Active Directory and Microsoft 365.

Qualifications

• CompTIA A+ certification OR Associates in Information Technology (or a related field).
• Minimum of 1 year prior IT support experience.
• Working knowledge of Windows, PC hardware, peripherals and common business software required.
• Familiarity with enterprise IT tools, such as Active Directory, Microsoft 365, endpoint management systems and ticketing systems, strongly preferred.
• Strong communication, organization, and customer service skills.
• Ability to work independently and manage time effectively.
• Ability to work a scheduled rotation between phone and deskside support.
• Availability for paid after-hours on-call work (rotated weekly).
• Occasional lifting of up to 50 lbs.

Responsibilities

• Deliver in-person and virtual technical support for IT endpoints, operating systems, and software within Scope of Work.
• Answer incoming calls during scheduled phone shifts, creating ticket records and achieving first-call resolution wherever possible.
• Authenticate callers per internal verification guidelines before accessing or changing sensitive information.
• Triage incoming incidents by urgency and impact, gathering additional information from users when needed.
• Acknowledge, update and resolve tickets within timeframes defined by the SLA, following the escalation policy for issues outside scope.
• Conduct rounds of critical areas on a rotating schedule, proactively engaging unit staff to identify unreported issues or inefficiencies.
• Perform proactive work, such as identifying recurring issues, aging equipment, and configuration gaps.
• Participate in departmental projects, including equipment deployments, refreshes and software rollouts.
• Participate in the on-call schedule, providing after-hours emergency technical support and documenting all on-call work in the ticketing system.
• Provide accurate, complete and thorough documentation for all incidents, and contribute to knowledge base articles.
• Contribute to high user satisfaction through courteous, professional and responsive customer service.
• Adhere to and enforce organizational cybersecurity policies per Scope of Work.
• Safeguard protected health information (PHI) in accordance with HIPAA privacy and security requirements.
• Collaborate with and support fellow technicians as a team member.
• Uphold Samaritan's HEART Values in all interactions with users, colleagues and leadership.
• Perform other duties as assigned in support of departmental and organizational objectives.

Skills

Communication

Organization

Customer service

Education

CompTIA A+ certification

Associates in Information Technology

Tools

Active Directory

Microsoft 365

Endpoint management systems

Ticketing systems

Job description

Location:Samaritan Medical CenterDepartment:01.8621 SMC INFORMATION SERVICEPay Range:21.46 - 27.90Care for our community, and your career.Job DescriptionDeliver in-person and virtual technical support for IT endpoints, operating systems, and software within Scope of Work.Answer incoming calls during scheduled phone shifts, creating ticket records and achieving first-call resolution wherever possible.Authenticate callers per internal verification guidelines before accessing or changing sensitive information.Triage incoming incidents by urgency and impact, gathering additional information from users when needed.Acknowledge, update and resolve tickets within timeframes defined by the Service Level Agreement (SLA), following the escalation policy for issues outside scope.Conduct rounds of critical areas on a rotating schedule, proactively engaging unit staff to identify unreported issues or inefficiencies.Perform proactive work, such as identifying recurring issues, aging equipment, and configuration gaps.Participate in departmental projects, including equipment deployments, refreshes and software rollouts.Participate in the on-call schedule, providing after-hours emergency technical support and documenting all on-call work in the ticketing system.Provide accurate, complete and thorough documentation for all incidents, and contribute to knowledge base articles.Contribute to high user satisfaction through courteous, professional and responsive customer service.Adhere to and enforce organizational cybersecurity policies per Scope of Work.Safeguard protected health information (PHI) in accordance with HIPAA privacy and security requirements.Collaborate with and support fellow technicians as a team member.Uphold Samaritan's HEART Values in all interactions with users, colleagues and leadership.Perform other duties as assigned in support of departmental and organizational objectives.Job RequirementsCompTIA A+ certification OR Associates in Information Technology (or a related field).Minimum of 1 year prior IT support experience.Working knowledge of Windows, PC hardware, peripherals and common business software required.Familiarity with enterprise IT tools, such as Active Directory, Microsoft 365, endpoint management systems and ticketing systems, strongly preferred.Strong communication, organization, and customer service skills.Ability to work independently and manage time effectively.Ability to work a scheduled rotation between phone and deskside support.Availability for paid after-hours on-call work (rotated weekly).Occasional lifting of up to 50 lbs.Work Shift:FLSA7DAY- 8 Hours Day Shift (United States of America)Position Hours:80Samaritan is an Affirmative Action/Equal Opportunity Employer. Women, Minorities, Disabled, and Veterans are encouraged to apply.