Onsite // Field Desktop Support

Talent Groups; Boston (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

Talent Groups is seeking a Senior Desktop Support specialist to provide on-site IT support at clinical locations, with travel to clinics as needed. The role emphasizes strong end-user support, hardware and software troubleshooting, and asset management.

You'll contribute to project rollouts and ensure IT readiness for day-to-day operations in a clinical setting. The position requires proficiency in Windows OS, Active Directory, Exchange, VPNs, and Citrix, with a focus on effective communication

Responsibilities

• Provide day-to-day IT support operations at clinical locations using the ServiceNow ticketing system, including on-site travel to clinics.
• Support end-user experience including onboarding, hardware installation, answering questions, and following up with users.
• Handle escalations from clinical locations.
• Diagnose, troubleshoot, and resolve a wide range of hardware and software issues with OS, applications, and vendor software; replace parts as needed.
• Adapt to new technologies and processes; implement improvements as assigned.
• Maintain IT readiness for day-to-day operations supporting clinical staff.
• Manage IT assets: menerima large orders, storage, shipping devices, and asset returns.
• Support project work such as product rollouts, department moves, and refresh of desktop IT equipment.
• Provide training and directions to Desktop staff; give feedback to management.
• Support incident management and service requests, including installations, upgrades, releases, and problem resolution.

Skills

ServiceNow

End-user support

IT asset management

Hardware troubleshooting

Software troubleshooting

On-site support

Windows OS

Active Directory

Exchange

VPNs

Citrix

Data analysis

Training others

Tools

ServiceNow

Active Directory

VPNs

Citrix

Exchange

Job description

Senior Desktop Support provides on-site IT support for providers and practice managers in a clinical workspace operating as the face for IT.

Primary Responsibilities:

• Provide day-to-day IT support operations at clinical locations using the ServiceNow ticketing system which includes traveling on site to clinics.
• Provide support for end-user experience - such as onboarding, technical installation of hardware, answering technical questions and following up with users.
• IT Support for any escalations from a clinical location.
• Diagnose, troubleshoot, and resolve a wide variety and range of hardware and software related problems with operating systems, applications (including vendor software packages), replacing parts as required.
• Adapt to new technologies, process new information and help customers through technological changes. Improves and implements procedures as needed and/or assigned.
• Assist the clinical staff by maintaining IT readiness for day-to-day operations.
• Management of IT assets including
  • Receiving large orders of equipment
  • Manage assets at current storage locations.
  • Daily shipping of devices to locations on demand
  • Managing shipping and returns of assets from remote staff.
• Support project work which includes but not limited to the following:
  • New product Rollouts
  • Department moves and buildouts.
  • Refresh of Desktop IT equipment.
• Provide training and directions to other Desktop members as needed.
  • Provide feedback on staff to management.

Desktop Support provide technical support to the enterprise. This function includes employees working on incident management response and restoration; determination of issue priority, provisioning, and service request fulfillment; installations, upgrades, and releases/deployments; and problem management analysis and resolution.

• Support Remote and Work-From-Home Staff
• Be proficient in oral and written communication
• Have skills in data analysis and solution development
• Effective time and resource management
• Strong deductive skills for system analysis and problem-solving
• Ability to manage multiple activities
• Advanced proficiency with Microsoft Office, Windows OS, HP hardware, and related technologies.
• Analyzes and investigate complex IT issues as they arise
• In-depth knowledge of PC hardware and peripherals.
• Experience with Windows OS, Imaging, Active Directory, Exchange, VPNs, Citrix, Data