Desktop Support Tech III

Position Overview

Desktop Support Tech III – Install config design. The Desktop Support Tech III serves as an expert in the realm of end user technology and is responsible for installation/configuration, operation, and maintenance of systems hardware, software, and related peripherals. They ensure that system hardware, operating systems, software systems, and associated procedures adhere to the organization’s mission and values.

In this role, you will evaluate and recommend new technologies to improve productivity and expand organizational capabilities, as well as assist with clarifying requirements and designing solutions for project work. Additionally, you will provide support and maintenance for systems including Windows operating systems, Microsoft Systems Center, Workstation on Wheels, VMware Horizon View, Cisco networking equipment, and Physical, Virtual, and Thin Client PC’s. Effective documentation and communication skills are essential to relate risks, business values, and technology impacts to both technical and non-technical staff.

Key Responsibilities

• Provide networking, configuration, system support, and maintenance for hardware and software on physical and virtual client PC’s, printers, and scanners; escalate issues as needed.
• Manage general desktop support tasks including the hardware inventory cycle, staging, distribution, equipment recovery, office moves, and cable management.
• Support the helpdesk by troubleshooting, providing resolutions, handling phone inquiries, shared inbox emails, ticket creation and assignment, and profile creation.
• Travel to all corporate locations for on-site support as required.
• Apply strong technical knowledge of Windows 10 and 11, PC imaging and deployment, printing and scanning, Microsoft Office applications, and helpdesk ticketing systems.
• Maintain security and protect systems from unauthorized use by enforcing privacy, security, and regulatory compliance best practices.
• Document the current PC and printer fleet, work requests, asset and system inventory, and service records.
• Provide work direction to technical staff, contract staff, volunteers, and student employees.
• Manage vendor, outsourcer, and contractor relationships.
• Train and mentor junior IT staff members.
• Provide scheduled after-hours support for implementations and upgrades as needed.

Required Qualifications

• Minimum of 5 years’ experience as a Desktop Support Tech managing systems, software, and support operations with increasing responsibility.
• Professional certifications such as CompTIA A+, Network+, Security+; Microsoft 365 Fundamentals and MTA: Windows Operating System Fundamentals.
• Extensive experience with Microsoft client operating systems, printers, scanners, and helpdesk ticketing systems; familiarity with virtual platforms, LAN/WAN networks, Microsoft domain infrastructure, enterprise-level A/V, and data backup/recovery solutions.
• Excellent verbal and written communication skills to support users with varying technical competencies.
• Proven hands-on ability to document, troubleshoot, and complete tasks independently.
• Understanding of data privacy practices and laws such as HIPAA along with a commitment to maintain confidentiality of sensitive information.

Preferred Qualifications

• Prior healthcare experience is preferred.
• Highly desired experience with:
  • Microsoft Server OS (2012r2 - 2022)
  • Microsoft Client OS (Windows 10 and 11)
  • Microsoft Active Directory and related infrastructure
  • VMware Horizon View
  • Veeam Backup and Replication
  • Office 365 Applications
  • Large Network and System Environment (1,000+ end devices)
  • Cisco switches
  • Scripting
  • Sophos A/V