Key Responsibilities

• Provide desktop and technical support to staff.
• Troubleshoot hardware, software, printer, application, and connectivity issues.
• Deploy, configure, maintain, and replace PCs, laptops, mobile devices, and peripherals.
• Manage the assigned ticket queue and document issues, resolutions, and support procedures.
• Assist with IT projects, system upgrades, deployments, and departmental initiatives.
• Escalate complex issues when additional technical support is required.
• Mentor Level I team members and contribute to process improvements and technical documentation.
• Participate in an on-call rotation for after-hours support.

Required Qualifications

• 3+ years of help desk, desktop support, or IT support experience.
• Experience supporting Windows operating systems, Microsoft 365, and common desktop applications.
• Strong hardware, software, and connectivity troubleshooting skills.
• Experience using an IT service management or ticketing platform.
• Strong customer service and communication skills, including the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage priorities, and remain professional in a fast-paced environment.

Preferred Qualifications

• Healthcare or hospital IT support experience.
• Experience supporting clinical staff or other high-availability environments.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications.
• Prior mentoring, team lead, or technical escalation experience.
• Participate in the on-call rotation.