DESKTOP SUPPORT TECHNICIAN

Samaritan Health; United States; On-site; USD 30,000 - 38,000; Full time

Job summary

Samaritan Medical Center is looking for a Desktop Support Technician to deliver both in-person and virtual IT support for endpoints, operating systems, and software. You will handle phone shifts, ticket creation, and strive for first-call resolution while adhering to HIPAA and security guidelines.

Responsibilities include proactive rounds, participation in deployments, and after-hours on-call support, with emphasis on customer service and teamwork within the Information Services department.

Qualifications

• CompTIA A+ certification or similar degree is required or preferred.
• Associates degree in Information Technology or related field.
• Experience with common business software and hardware is required.

Responsibilities

• Deliver in-person and virtual technical support for IT endpoints, OS, and software.
• Answer calls during scheduled shifts, create tickets, and strive for first-call resolution.
• Triage incidents, gather information, and update tickets per SLA.
• Participate in equipment deployments, refreshes, and software rollouts.
• Provide after-hours on-call support and document all work in the ticketing system.
• Adhere to cybersecurity policies and protect PHI in accordance with HIPAA.

Education

CompTIA A+ certification

Associates in Information Technology (or related field)

Tools

Active Directory

Microsoft 365

Endpoint management systems

Ticketing systems

Job description

DESKTOP SUPPORT TECHNICIAN# Careers## DESKTOP SUPPORT TECHNICIANApply: Onsite: Samaritan Medical Center: Full time: Posted Today: R3775Location:Samaritan Medical CenterDepartment:01.8621 SMC INFORMATION SERVICEPay Range:21.46 - 27.90Care for our community, and your career.### Job Description* 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 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 Requirements* 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.**Work Shift:**FLSA7DAY- 8 Hours Day Shift (United States of America)Position Hours:80