Hospital Desktop Support Analyst/Helpdesk

Centraprise; Nashua (NH); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Centraprise is looking for a Desktop Support Analyst responsible for providing technical assistance and support for computer systems, hardware, and software within St. Joseph Hospital - Nashua. This role emphasizes solving technical issues and supporting healthcare professionals to ensure efficient operation of desktop systems.

Candidates should have a background in information technology and possess strong communication and troubleshooting skills. This position involves working both on-site and remotely, collaborating with IT teams, and potentially addressing urgent technical issues after hours.

Qualifications

• Proven experience in desktop support, technical troubleshooting, and customer service, preferably in a healthcare or hospital environment.
• Strong knowledge of desktop operating systems and common office software applications.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.

Responsibilities

• Provide timely and effective technical support to hospital staff for desktop systems.
• Diagnose and troubleshoot hardware and software issues.
• Guide users through steps to resolve technical problems.

Skills

Desktop Support

Technical Troubleshooting

Customer Service

Communication Skills

Problem-Solving Skills

Education

Associate's degree in Information Technology

Tools

Windows

macOS

Helpdesk Ticketing Systems

Remote Support Tools

Job description

The Desktop Support Analyst is responsible for providing technical assistance and support related to computer systems, hardware, and software within St. Joseph Hospital - Nashua. This role involves responding to user inquiries, diagnosing and resolving technical issues, and ensuring the smooth operation of desktop systems to support healthcare professionals and staff in delivering high‑quality patient care.

Key Responsibilities

• Technical Support: Provide timely and effective technical support to hospital staff for desktop systems, software applications, and hardware devices.
• Diagnose and troubleshoot hardware and software issues: such as desktop computers, printers, scanners, and other peripheral devices.
• Installation, configuration, and maintenance: Assist in the installation, configuration, and maintenance of desktop software applications, operating systems, and updates.
• User Assistance: Respond to user inquiries and requests for assistance, either in person, over the phone, or through remote support tools.
• Guiding users: Guide users through steps to resolve technical problems and provide clear and concise instructions.
• Customer service: Maintain a high level of customer service and professionalism when interacting with hospital staff.
• Problem Resolution: Log and track all support requests in the helpdesk ticketing system, ensuring accurate documentation of issues, resolutions, and follow‑up actions.
• Escalation: Escalate complex or unresolved issues to senior technical staff or appropriate teams, as necessary.
• Ticket monitoring: Monitor and manage the progress of open tickets to ensure timely resolution and user satisfaction.
• Hardware and Software Maintenance: Perform regular maintenance tasks, such as system updates, security patches, and hardware upgrades, to ensure optimal performance and security of desktop systems.
• Inventory coordination: Coordinate with the IT team to deploy and manage desktop hardware and software inventory.
• Training and Documentation: Assist in creating and updating technical documentation, including user guides, troubleshooting procedures, and knowledge base articles.
• Staff training: Provide training to hospital staff on basic software and hardware usage to enhance their technology literacy.
• Continuous learning: Stay up‑to‑date with emerging technology trends and best practices in desktop support.
• Process improvement: Collaborate with IT teams to identify opportunities for process improvements and implement solutions to enhance user experience and system efficiency.

Qualifications

• Associate's degree or equivalent experience in information technology, computer science, or related field.
• Proven experience in desktop support, technical troubleshooting, and customer service, preferably in a healthcare or hospital environment.
• Strong knowledge of desktop operating systems (Windows, macOS) and common office software applications.
• Familiarity with hardware components and troubleshooting techniques for desktop computers, printers, and other peripherals.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non‑technical users.
• Problem‑solving skills and a detail‑oriented approach to diagnosing and resolving technical issues.
• Familiarity with helpdesk ticketing systems and remote support tools.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.

Working Conditions

The role primarily involves working within the hospital's IT department and providing support to hospital staff both on‑site and remotely. The Desktop Support Analyst may occasionally be required to work during off‑hours to address urgent technical issues or perform scheduled maintenance.