DESKTOP SUPPORT TECHNICIAN

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

Job summary

Samaritan Medical Center is seeking an IT Support Specialist to deliver in-person and virtual technical support for endpoints, operating systems and software. You will handle incoming calls during scheduled shifts, create ticket records and aim for first-call resolution while protecting PHI per HIPAA and organizational policies.

The role requires familiarity with Windows, PC hardware, Active Directory, Microsoft 365, and ticketing systems, plus strong communication and time-management skills.

Qualifications

• Requires CompTIA A+ certification or Associates in Information Technology.
• Minimum of 1 year IT support experience.
• Proficient with Windows, PC hardware, peripherals and common business software.

Responsibilities

• Provide in-person and virtual IT support for endpoints, OS and software.
• Answer calls during scheduled shifts; create ticket records and strive for first-contact resolution.
• Authenticate callers per internal guidelines before accessing PHI or sensitive data.

Skills

CompTIA A+

IT support

Windows

PC hardware

Active Directory

Microsoft 365

Endpoint management

Ticketing systems

Communication skills

Time management

Deskside support

On-call rotation

Lifting 50 lbs

Education

Associates in Information Technology

CompTIA A+ certification

Job description

Location: Samaritan Medical Center Department: 01.8621 SMC INFORMATION SERVICE Pay Range: 21.46 - 27.90 Care 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

Samaritan is an affirmative action/Equal Opportunity Employer. Women, Minorities, Disabled, and Veterans are encouraged to apply.

Exceptional care starts with exceptional people. At Samaritan, everyone's job is critical to the successful care of our patients. Be a part of an organization whose employees, medical staff, volunteers and students choose to spend their time here because they are dedicated, enthusiastic, truly care about making a difference and are surrounded by over 2,500 others who feel the same way.

Become part of an organization whose ongoing strategic planning drives our organization forward and sets the tone for future growth and development.

Samaritan is a fiscally sound and stable organization. Thanks to the hard work and dedication of our medical staff and employees combined with careful management, our bottom line is strong, which allows us to provide stable jobs, and offer ever-improving quality of care.

Enjoy the natural beauty of Northern New York, minutes from Lake Ontario and the St. Lawrence River. A safe community, low cost of living and minimal commute times mean more time for enjoying life outside of work.

Exceptional, dedicated people, rewarding opportunities, an excellent compensation and benefit program, and the ability to shape healthcare in our community are some of the reasons to join Samaritan.

In 1881, we began caring for our neighbors as the House of the Good Samaritan in a home with five beds. Today, Samaritan Health is a comprehensive not-for-profit health system. And as we've grown to meet the changing needs of our region, we've held fast to our community roots.

At Samaritan, we've invested in the best medical talent, facilities and equipment to offer a full continuum of care close to home. That means our patients can spend more time healing and less time traveling out of the area for the care they need.

As the largest hospital and the largest private employer in the region, the health of our community is our priority - in fact, it's our mission.

That's why Samaritan invests time and resources to support local non-profit organizations and events. It's also why our people lend a hand to little league teams, churches and fundraisers- all to help Northern New York thrive.