Desktop Support Technician

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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.

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