Maintain accurate inventories of all IT assets, including hardware and software.
Implement enterprise images for PCs and manage system deployment processes.
Install, configure, and patch operating systems and software on desktops and laptops. Ensure systems are protected against viruses and malware.
Deploy, install, configure, and troubleshoot IT hardware including desktops, laptops, printers, and peripheral devices.
Utilize IT tools for remote management of desktops and laptops, including inventory tracking, patch deployment, and software upgrades.
Assist in creating, maintaining, and enforcing IT policies, procedures, and best practices.
Provide hands-on support to users in multiple locations. Address user issues and inquiries efficiently and professionally.
Handle support tickets in accordance with service level objectives (SLOs), ensuring timely resolution and customer satisfaction.
Act as the contact for office wiring, cable installations, and ensure proper setup of network infrastructure.
Install, configure, and support state-issued mobile devices such as smartphones, iPads, and tablets.
Perform system analysis and troubleshooting for Local Area Networks (LAN) and Wide Area Networks (WAN) infrastructure.
Install and maintain communication connections between workstations, printers, and other devices on the network.
Assist with server installation, maintenance, and troubleshooting. Act as liaison between vendors and third-level support for LAN/WAN peripherals, including switches, routers, modems, and hubs.
Required Qualifications
Associate degree in Computer Science, Information Systems, Business Administration, or a related field, or equivalent work experience.
Minimum of 5 years of IT support or helpdesk experience, preferably in a healthcare or hospital setting.
Minimum of 5 years of experience in a collaborative, customer service-focused environment with multi-channel communication.
Experience with facilitating new user setups including phone setup, network port activation and testing, PC setup, and network account creation.
Proficiency with at least one ticketing system (e.g., ServiceNow, Jira, or similar).
In-depth understanding of LAN, WAN, and VPN protocols, including TCP/IP and related network diagnostic tools.
Strong knowledge of network technologies, including Local Area Networks (LAN), Wide Area Networks (WAN), and Virtual Private Networks (VPN).
Proficiency with Microsoft Office suite (Outlook, Word, Excel, PowerPoint, Access, SharePoint, OneDrive), Microsoft 365 products (Teams, Azure AD, Intune, MFA Authenticator), and VPN solutions.