Desktop Support Engineer

Job Description

ESSENTIAL FUNCTIONS

• Will support users directly in live incoming call queue, through ServiceNow tickets and in-person interactions

• Install, configure, maintain, and troubleshoot Windows-based computers and various peripheral devices effectively

• Install, maintain, and troubleshoot all business applications effectively

• Assist in responding to and mitigating security incidents under the guidance of senior team members

• Assist with design of desktop application

• Assist with design of wireless and network solutions

• Create printer mappings for clinical systems

• Escalate errors to hardware and software manufacturers as necessary

• Manage user errors and requests through the IT/Facilities help desk ticketing system

• Document daily tasks and create user documentation as needed

• Track company assets through inventory database timely and accurately

• Understand and demonstrate the main role of IT is to help others do their job better, more efficiently, and more securely

• Maintain a high level of customer satisfaction

• Maintain confidentiality

EDUCATION

• High school diploma/GED or equivalent working knowledge preferred

EXPERIENCE

• List 1 - 2 years of experience in the IT/Desktop Support field. Proficient with all Windows operating systems

• Must have at least intermediate skills with Microsoft Office Professional Suite

• Healthcare IT Experience is preferred

Job Description

Desktop Support Engineer

© HOPCo All rights reserved.

Last Revision Date: 4.17.2025

KNOWLEDGE

• Knowledge of Microsoft Office software

• Knowledge of how to operate and troubleshoot computer equipment

• Knowledge of Telephony systems programming, documentation, and process creation

• Knowledge of asset and time management skills to assist the department

SKILLS

• Skill in organizing tasks/work orders

• Skill in using customer service skills in dealing with frustrated users

• Skill in problem-solving

• Skill in maintaining a safe operating environment

ABILITIES

• Ability to troubleshoot common desktop and user problems and develop resolution strategies

• Ability to communicate effectively and in user-friendly terms verbally and in writing

• Ability to be a team player with effective interpersonal skills

• Ability to solve problems and work independently

ENVIRONMENTAL WORKING CONDITIONS

• Primarily remote telework

• On-site as needed

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment

• Some bending and stretching are required

• Manual dexterity using a calculator and computer keyboard

ORGANIZATIONAL REQUIREMENTS

• HOPCo Mission, Vision, and Values must be read and signed

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills,

abilities and working conditions may change as needs evolve.

Full-time