Desktop Support Technician - Tier 1 / Tier 2

Locations:

Canaan, CT Work Arrangement:

100%

Onsite Position Type:

Full-Time Position Summary We are seeking a dependable, highly professional, and service-oriented Desktop Support Technician (Tier 1 / Tier 2) to provide white-glove, onsite technical support across our rehabilitation clinic environment. The Desktop Support Technician will serve as a trusted technology partner to clinical, administrative, and leadership staff. This position is responsible for providing responsive, hands-on support for hardware, software, networking, accounts, workstations, and other technology needs. Our IT support philosophy is centered around exceptional customer service, professionalism, responsiveness, and ownership . The successful candidate will not simply resolve technical issues—they will ensure the user feels supported throughout the entire experience. This role requires someone who is comfortable working directly with users in a healthcare environment, understands the importance of minimizing disruption to clinical operations, and consistently delivers a polished and professional white-glove support experience . Onsite presence is required. White-Glove Service Expectations The Desktop Support Technician is expected to provide a level of service that goes beyond traditional help desk support. Deliver professional, courteous, and personalized support to every user. Take ownership of issues from initial contact through resolution, rather than simply directing users elsewhere. Meet users at their workspace when appropriate and provide hands-on assistance. Communicate clearly and proactively throughout the troubleshooting process. Avoid excessive technical jargon and explain solutions in a way that is easy for the user to understand. Follow up with users after resolving significant or recurring issues to confirm the problem has been fully resolved. Maintain a calm, patient, and professional demeanor, particularly when supporting users under time pressure. Recognize when an issue is affecting clinical operations and prioritize accordingly. Keep workspaces clean and organized when installing or troubleshooting equipment. Leave a user's workstation and surrounding area in the same or better condition than when support began. Treat all users—including clinicians, therapists, executives, physicians, administrative staff, and leadership—with the highest level of professionalism. Anticipate user needs and proactively identify potential technology issues before they become operational problems. Build positive relationships with staff and become a trusted onsite technology resource. Key Responsibilities Tier 1 Support Provide first-line, white-glove technical support to clinical, administrative, and support staff. Respond to help desk tickets, phone calls, email requests, and walk-up support needs. Provide hands-on troubleshooting and resolution of Windows desktops, laptops, monitors, printers, scanners, mobile devices, and other peripherals. Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and related services. Troubleshoot login, password, account, and access issues. Perform password resets and basic user/account administration in accordance with IT policies. Install, configure, and maintain workstations, peripherals, and standard software. Troubleshoot wired and wireless connectivity issues. Document troubleshooting steps, resolutions, and user interactions in the IT ticketing system. Escalate issues appropriately while maintaining ownership and communication with the end user. Provide onsite assistance for workstation moves, equipment changes, and technology Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions.

Visit https:

//dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

Pay:

From $26.37 per hour Expected hours: 8.0 per week

Work Location:

In person