Desktop Support Specialist

Position Overview

This position is for an IT Hardware Specialist. Under close supervision, the candidate performs first line technical support to computer customers with questions regarding account administration, software distribution, enterprise applications, and system and network status. The role involves answering simple technical or functional questions, performing minor troubleshooting related to personal computer hardware and software in the context of network communications, and supporting on-site installations. The specialist also helps users navigate software applications and troubleshoot issues, following detailed administrative procedures and protocols, while acquiring and maintaining knowledge of existing and new clinical systems, and participating in training and special projects as required.

Key Responsibilities

• Under close supervision, perform first line technical support to computer customers regarding account administration, distribution of software and documentation, enterprise applications, and system and network status.
• Answer simple technical or functional questions and perform minor troubleshooting related to personal computer hardware and software for network communications.
• Use established detailed guidelines and assist higher-level technicians with on-site installations.
• Provide support to users navigating software applications and troubleshooting issues; if unable to resolve, collect and document necessary information for appropriate specialist or tiered support.
• Follow detailed administrative procedures and process support requests accurately and in a timely manner.
• Acquire and maintain knowledge of existing MHS clinical systems and new systems to provide accurate assistance.
• Attend training sessions as required (DoD, Service, MTF, and/or Corporate).
• Participate in special projects or data calls as required under close supervision to enhance the quality or efficiency of support services.