Job at a glance
Position Overview We are seeking a Tier 1 Desktop Support Technician to provide frontline technical support for a fast-paced hospital environment. This individual will be responsible for supporting clinical and non-clinical staff by troubleshooting hardware, software, and connectivity issues while ensuring minimal disruption to patient care operations. The ideal candidate will have strong customer service skills, experience supporting Windows-based environments, and the ability to work effectively in a healthcare setting.
Key Responsibilities Provide first-level technical support for desktop, laptop, printer, mobile device, and peripheral issues. Troubleshoot hardware, software, operating system, and network connectivity problems in a Windows environment. Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive. Install, configure, image, and deploy Windows workstations and laptops. Perform user account administration within Active Directory, including password resets, account creation, and group membership management.
Support hospital staff with login issues, VPN access, multi-factor authentication, and workstation access. Troubleshoot and maintain network printers, scanners, and badge printers. Document incidents, service requests, and resolutions within the ticketing system. Escalate complex issues to Tier 2/Desktop Engineering, Systems Administration, or Network teams as appropriate. Assist with workstation moves, equipment installations, and technology refresh projects.
Maintain inventory of IT assets and update asset management records. Support clinical workstations, nursing stations, medication carts, and shared healthcare devices. Follow hospital security policies and HIPAA guidelines when handling user information and systems. Participate in on-call, after-hours, or weekend support rotations as needed. Required Qualifications 1+ year of experience in a Help Desk, Desktop Support, Service Desk, or IT Support role.
Experience supporting Windows 10 and/or Windows 11 environments. Basic knowledge of Active Directory user administration. Experience supporting Microsoft Office 365 applications. Understanding of PC hardware, peripherals, printers, and basic networking concepts. Strong troubleshooting and problem-solving skills. Excellent customer service and communication abilities. Ability to prioritize multiple support requests in a fast-paced environment.
High School Diploma or GED required. Preferred Qualifications Associate's or Bachelor's degree in Information Technology or related field. Experience supporting healthcare or hospital environments. Familiarity with Electronic Medical Record (EMR/EHR) systems such as Epic, Cerner, or Meditech. Experience using ticketing systems such as ServiceNow, Remedy, Jira, or Ivanti. CompTIA A+, Network+, or Microsoft certifications preferred.
Experience supporting thin clients, mobile devices, and healthcare peripherals. Technical Environment Windows 10/11 Active Directory Microsoft 365 Exchange Online Entra ID (Azure AD) ServiceNow or equivalent ticketing platform VPN and Multi-Factor Authentication (MFA) Network printers and scanning devices Basic TCP/IP networking Soft Skills Strong customer-first mindset Ability to communicate effectively with clinicians, nurses, physicians, and administrative staff Strong organizational and documentation skills Ability to remain calm and professional in critical healthcare environments Team-oriented with a willingness to learn and grow within IT Physical Requirements Ability to lift and move IT equipment up to 50 pounds.
Ability to walk throughout hospital campuses and stand for extended periods. Ability to work in patient care areas while maintaining professionalism and confidentiality. Job Type & Location This is a Contract position based out of Hartford, CT. Pay and Benefits The pay range for this position is $20.00 - $23.00/hr. Individual compensation offered for this position within this range will depend on