Desktop Support Technician
Cleveland, Ohio•Full-time
$60,000 - $72,000 annually
$60,000 - $72,000 annually
About the Job
Job Summary:
The Desktop Support Technician provides front-line technical support to staff across the organization, ensuring reliable access to systems, devices, and applications that support patient care and daily operations. This role partners with clinical and non-clinical teams to resolve technical issues, maintain system functionality, and support staff in delivering high-quality services. The technician contributes to a responsive and service-oriented IT environment that enables teams to work effectively and without disruption.
This position plays an important role in advancing Care Alliance Health Center’s mission of providing exceptional, accessible, and compassionate healthcare for all by ensuring staff have the tools and support needed to care for patients and serve the community.
Essential Job Duties & Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
End-User Support:
- Deliver timely and professional technical support to staff across the organization.
- Troubleshoot hardware, software, and system issues to minimize disruption to operations and patient care.
- Respond to help desk tickets, phone calls, and in-person support requests.
- Provide clear communication and updates to users throughout issue resolution.
Device Setup & Maintenance:
- Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.
- Install and update operating systems, applications, and security patches.
- Manage device inventory and lifecycle, ensuring equipment is maintained and replaced as needed.
- Perform routine maintenance to support optimal system performance.
Systems & Application Support:
- Support user access to systems including EHR (Epic), email, VPN, and other platforms.
- Troubleshoot login issues, password resets, and account access concerns.
- Support Microsoft 365 applications and related tools
- Escalate complex issues appropriately to ensure timely resolution.
- Provide technical support to outreach and mobile teams in community and offsite settings.
Network & Connectivity Support:
- Troubleshoot basic network and connectivity issues including Wi-Fi and VPN
- Assist with setup and support of network-connected devices.
- Collaborate with IT leadership and vendors on network-related concerns.
Security & Compliance:
- Follow organizational policies related to IT security, HIPAA, and data protection.
- Ensure secure handling of sensitive and confidential information.
- Support endpoint security and system updates.
- Assist with audits and compliance activities.
Documentation & Training Support:
- Document issues, resolutions, and processes in the help desk system.
- Maintain clear and updated technical documentation.
- Provide guidance and basic training to users on system use and best practices.
Other Job Duties & Responsibilities:
- Other duties as assigned.
Supervisory responsibilities;
- None.
Competencies:
- Technical Expertise: Applies knowledge of systems, devices, and applications to resolve issues effectively.
- Problem Solving: Analyzes issues and implements timely, practical solutions.
- Customer Focus: Provides responsive, respectful, and high-quality support to all users.
- Communication: Clearly explain technical information to diverse audiences.
- Accountability: Takes ownership of tasks and follows through to resolution.
- Collaboration: Works effectively with teams across the organization.
- Mission Alignment: Supports staff in delivering care and services to the community.
Required Job Qualifications:
- Associate degree in Information Technology, Computer Science, or related field; equivalent experience may be considered.
- Minimum of 3 years’ experience in desktop or IT support roles.
- Experience supporting Windows-based environments.
- Experience with Microsoft 365 and business applications
Preferred education and experience:
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) preferred.
- Experience in a healthcare or FQHC setting.
- Experience in an environment with Epic or other EMR systems a plus.
Work environment:
This role operates in both office and clinical environments and may include time spent supporting staff in community-based settings. The position requires frequent interaction with staff and use of technical equipment.
Physical demands:
- Ability to sit for extended periods while working at a computer.
- Ability to lift and move equipment up to 25 pounds.
- Ability to bend, stoop, and reach when installing or troubleshooting equipment.
Travel required:
- Travel between worksites and community locations may be required. Occasional work outside normal hours may be needed to support organizational operations.