Job Detail

Job Title:

Desktop Support Technician

Department:

Info Services Operations

Full/Part Time:

Full

Req Number:

UHS-36655

Position Summary:

The Desktop Support Technician is an essential member of a healthcare IT support team providing frontline assistance to over 5,000 employees and 7,000 endpoints. This role involves the installation, maintenance, and daily support of computer equipment across a large hospital campus and regional offices. You will resolve routine IT issues and ensure reliable access to critical clinical systems, including electronic health records (EHRs) delivered via Citrix.

Key Responsibilities

Hardware Lifecycle:

Perform unboxing, setup, imaging, and cabling of new hardware, as well as the secure disposal of legacy equipment and handling warranty transactions.

Technical Troubleshooting:

Resolve routine Tier 1 and limited Tier 2 issues involving Windows, Apple, mobile devices, and IoT equipment.

Systems Management:

Use Microsoft Entra, Intune, Autopilot, MECM, and Active Directory to manage and update endpoint software and operating systems.

Multichannel Support:

Provide high-quality customer service in person, over the phone, and through email or chat.

Documentation:

Maintain accurate troubleshooting notes and document all incidents within the Ivanti Service Manager system.

Collaboration:

Follow established procedures and escalate complex or undocumented issues to Desktop Support Specialists.

Availability:

Participate in a required on-call and weekend rotation to support 24/7 healthcare operations.

Flexibility:

Other duties as assigned.

Work Environment

Supports a distributed healthcare system with facilities located in Knoxville and the Eastern Tennessee region.

Work is performed in both high-priority clinical areas and administrative settings.

Position Qualification:

Physical Requirements

Manual Labor:

Ability to push, pull, and lift up to 60 lbs to support equipment moves and the loading/unloading of pallets and company vans.

Mobility:

Ability to bend over and under desks, work in small or confined spaces, and perform significant walking to support customers across the hospital campus.

Dexterity:

Ability to manipulate small objects for hardware installation and cabling.

Qualifications Required:

High school diploma.

2+ years of computer troubleshooting experience or equivalent education.

Strong investigative skills and the ability to think logically under pressure.

Excellent interpersonal skills for interacting with clinical and administrative staff.

Valid driver's license and eligibility to drive company vehicles for regional travel.

Preferred:

CompTIA A+ or other relevant technical certifications.

Experience supporting IT in a healthcare environment.

Familiarity with virtualized application delivery platforms like Citrix.