Desktop Support Specialist

Description:

Raas Infotek is seeking a skilled Desktop Support Specialist to provide on-site IT support for a healthcare organization in Cooperstown, NY. This role is responsible for maintaining and supporting hardware, software, and applications across hospital and clinic environments within ProHealth Care. The ideal candidate will serve as the primary on-site resource for troubleshooting, service requests, hardware lifecycle management, and collaboration with tier II and III IT teams to ensure smooth IT operations.

Core Functions

• Provide hands-on IT support for hardware, software, and applications across healthcare facilities.

• Support incident resolution, service request fulfillment, deployments, upgrades, and maintenance activities.

• Collaborate with internal teams and vendors for advanced troubleshooting and project implementations.

• Ensure compliance with organizational security policies, HIPAA regulations, and data protection standards.

• Maintain IT inventory, hardware lifecycle processes, and accurate documentation of issues and resolutions.

Key Responsibilities & Competencies

• Accurately document incidents, perform root cause analysis, and provide solutions to prevent future issues.

• Deliver training or knowledge-sharing sessions for end-users on common technical issues or new technologies.

• Participate in or lead IT projects, such as application rollouts or infrastructure upgrades.

• Adhere to Service Level Agreements (SLAs) to ensure timely response and resolution.

• Provide tier I and II technical support for all service areas, maintaining high standards of customer service.

• Communicate professionally with employees, customers, and vendors both in person and electronically.

• Perform proactive system checks and maintenance to minimize downtime.

• Engage in team-building, meetings, and departmental activities to strengthen collaboration.

• Exhibit self-direction, problem-solving skills, and continuous learning in IT and customer service.

Qualifications

• Associate degree in a relevant field with at least 4 years of technical support experience, or 6+ years without a degree.

• Hands-on experience with deployment, repair, and maintenance of computers, laptops, IP phones, tablets, printers, copiers, and scanners.

• Proficiency with Microsoft Office Suite and Windows operating systems.

• Basic networking and client/server knowledge.

• Strong problem-solving, adaptability, and teamwork skills in a healthcare-focused environment.

• Physical ability to lift up to 40 lbs, navigate various facility locations, and travel within the service area with reliable transportation.