Position Details

Salary $19 – $24 USD / year

Type Full-Time

Experience entry

Exp. Years Not specified (previous experience in an IT support role).

Education Not specified

Category IT Support & Helpdesk

About this role

Serve as the central point of contact for Tier 1 desktop support incidents and service requests. Diagnose and resolve Windows/Mac and application issues, manage tickets in the IT service desk system, and support peripherals including printers, copiers, and scanners.

Key Responsibilities

Diagnose and resolve software and hardware incidents
Provide second line support to customers
Record and document requests in the IT service desk system
Install and configure new IT equipment and upgrade software/hardware
Support printers, copiers and scanners while maintaining high customer service

Technical Overview

Tier 1 desktop support providing second line support over phone, email, in person, and self-service. Focuses on troubleshooting operating systems (Windows and Mac), installing/configuring endpoints, upgrading software/hardware, and handling common peripheral failures with accurate ticket documentation.

Ideal Candidate

The ideal candidate is an entry-level Tier 1 Desktop Support Technician with hands-on experience diagnosing and resolving hardware and software issues across Windows and Mac. They can confidently use an IT service desk system to document incidents, install/configure equipment, support peripherals like printers/copters/scanners, and deliver strong customer service in a fast-paced clinical environment.

Must-Have Skills

working knowledge of Microsoft Windows and MAdiagnose and resolve software and hardware incidentsaccurately recordupdate and document requests using the IT service desk systeminstall and configure new IT equipmentprovide second line support for customers

Tools & Platforms

IT service desk system

Required Skills

hardware incidents diagnosis and resolutionsoftware incidents diagnosis and resolutionWindowsMacIT service desk systeminstall and configure IT equipmentupgrade software and hardwareprinter/copier/scanner supportcustomer serviceproblem analysisdocumentation

Hard Skills

hardware incidents diagnosis and resolutionsoftware incidents diagnosis and resolutionoperating systems (Windows and Mac)software applications supportIT service desk systeminstall and configure new IT equipmentupgrade software and hardwareprinter supportcopiers supportscanners supportcustomer service documentationsupport documentation creationproblem analysistemporary or permanent fixesWindowsMacrotating basis coveragecompliance with company planspolicies and proceduresAnnual Performance Development Review Process

Soft Skills

customer satisfaction focusexcellent verbal communication skillscommunication with technical and non-technical colleaguescustomer serviceteam playermanage changing prioritiesflexible approach to working on a rotating basiswillingness to attend internal training

Industry & Role

Industry Healthcare IT

Job Function Tier 1 desktop support technician resolving IT incidents and service requests using a service desk system.

Role Subtype Desktop Support

Tech Domains Linux, Windows Server, Networking / TCP-IP

Keywords for Your Resume

Desktop Support Technician IDesktop Support TechnicianTIER 1 Desktop Support Techniciansecond line supportend userssoftware incidentshardware incidentsoperating systems (Windows and Mac)Microsoft WindowsMacIT service desk systemincident documentationinstall and configureprintercopierscannerwalk-in customersrotating basiscustomer serviceproblem analysisescalating incidents

Deal Breakers

Working knowledge of Microsoft Windows and MA (Mac), Ability to accurately record, update and document requests using the IT service desk system

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