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Desktop Support 1
2 months ago
Job Title: Desktop Support I
Job Location: RIS Administration
Division/Department: IT Infrastructure
Reports to: Infrastructure Manager
FTE: 1.00 Non-Exempt
Position Update: 07/23/2024
Company Mission/Summary
Recognized and accredited by the American College of Radiology, Radiology and Imaging Specialists (RIS) prides itself on being a high-quality workplace that is supportive of you through teamwork and celebrating success. RIS has grown to be one of the leading radiology providers in Polk County since starting over 50 years ago. With more than 45 physicians and five imaging centers, our physicians, administration, and staff strive to be an independent radiology practice providing the community with high-quality, compassionate service utilizing leading-edge technology. As a growing company, you’ll find opportunities to strengthen and develop your career in healthcare with a team of supportive leaders. RIS is based in historic Lakeland Florida, with great community offerings such as outdoor recreational activities, excellent universities, award-winning community theaters, art museums, and more.
Job Summary
As a Desktop Support Technician Level I, you will provide essential technical support to end-users, ensuring efficient operation of desktops, laptops, peripherals, and software applications. Your primary responsibilities will include diagnosing and resolving basic hardware and software issues, assisting with system installations and upgrades, and maintaining accurate documentation of support activities.
Job Objectives
- Establishes and maintains positive peer, leadership, and customer relationship, interacting positively and productively with teams across organizational lines.
- Serve as the initial point of contact for IT support requests from internal users via phone, email, or ticketing system.
- Provide timely resolution or escalation of technical issues related to hardware, software, network, and applications.
- Diagnose and troubleshoot basic technical problems using documented procedures and available tools.
- Install, configure, and maintain computer systems and peripherals, including desktops, laptops, printers, and mobile devices.
- Assist with user account management tasks such as password resets and account provisioning.
- Document all support interactions and activities accurately within the ticketing system.
- Follow up with users to ensure issues are resolved to their satisfaction and provide feedback on recurring problems.
- Escalate complex issues to Tier 2 or Tier 3 support teams as needed, ensuring prompt and effective escalation management.
- Contribute to the maintenance of IT documentation, knowledge base articles, and standard operating procedures (SOPs).
- Participate in training sessions and workshops to enhance technical knowledge and skills.
- Participate in on-call rotation and respond to critical system outages or issues outside of regular business hours.
- Maintains professional skills and stays informed of changes in the healthcare industry, regulations, vendor technology and impacts on assigned systems
- Performs other duties as assigned
Education and Experience
- High school diploma or equivalent; additional certification in IT or related fields (e.g., CompTIA A+) is a plus.
- Proven experience in a customer service or technical support role is advantageous.
- Basic understanding of IT concepts and troubleshooting techniques for hardware, software, and networking.
- Familiarity with Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
- Excellent communication skills with the ability to explain technical information clearly to non-technical users.
- Strong problem-solving skills and the ability to prioritize tasks in a fast-paced environment.
- Ability to work independently and collaboratively as part of a team.
- A proactive and customer-focused attitude with a commitment to delivering exceptional service.
- Position may require some travel between associated clinics and off-site departments.
- Ability to sit or stand for prolonged periods
- Normal hand eye coordination and manual dexterity
- Ability to lift up to 50 lbs.
- Ability to distinguish letters and symbols
- Ability to respond quickly to sounds
- Clarity of vision at close distances (20 inches or less) and far distances (20ft or more)
Radiology and Imaging Specialists is an equal opportunity employer and values diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
