Help Desk Technician - IT Infrastructure and Operations

This position provides professional technical support to facility departments, external offices, and agencies by diagnosing and resolving hardware, software, network, and peripheral equipment issues. Manages Help Desk incidents and service requests from initial intake through resolution, including accurate documentation, prioritization, escalation, and closure within the ticketing system. Responsibilities include remote troubleshooting, software installation and upgrades, computer and mobile device support, network and printer troubleshooting, routine equipment maintenance, and providing technical guidance to end users. Requires strong analytical, communication, organizational, and customer service skills, with the ability to effectively manage multiple technical issues in a timely manner.

KNOWLEDGE/EXPERIENCE: Education and training on data communications systems (experience preferred). Base understanding of how communications systems interact with data systems. Must be able to troubleshoot PC's, printers and switch system problems using online tools focused on remote diagnosis and resolution. Must possess interpersonal skills necessary to communicate effectively and efficiently in a courteous and considerate manner to maintain contact with hospital personnel and customers, including listening, written and verbal skills. Physical strength, agility, and endurance necessary for job performance such as moving and maintaining equipment.

EDUCATION: High School diploma or GED preferred. Technical training/work experience is preferred. Two years progressive experience with personal computers is preferred.

LICENSE/CERTIFICATION/REGISTRY: None.