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Sr. Desktop Support Specialist

Our client, a company whom aims to effect positive change in the health and lives of thousands of residents in our communities, is looking for a Sr, Desktop support Specialist to join their team.  Our client offers its employees a stimulating, diverse and team-based work environment with comprehensive benefits including medical, dental, life insurance, flexible spending accounts, 401(k), generous paid time off, and educational assistance. Aside from excellent benefits, they offer a competitive salary and annual bonuses based on organizational and individual objectives.

You would be working in a team-based, patient-centered environment and value the benefits of a diversified workplace that values our patients and the communities we serve.

The Desktop Support Technician’s role is to support and maintain their end user technologies, such as laptops, desktops, phones, printers, and other peripherals.

This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance.

Assist internal customers with installation, configuration and ongoing usability of desktops, laptops, VDI zero & thin client computers, mobile devices, desk phones, video endpoint systems, peripheral equipment and software complying with given standards and guidelines

Perform analysis, diagnosis, and resolution of various degrees of any PC related problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed

The person will troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion and provide end-user assistance where required.

  • Receive and respond to tickets regarding end user computing problems, identify and repair hardware and network connectivity issues, incoming phone calls as well when Level 1 & 2 unavailable
  • Travel to offices, the majority located in Westchester County, to perform onsite user support when handling remotely from home office is not feasible.
  • Setup, maintain, diagnose and troubleshoot problems with Windows operating system and various software applications, file-sharing, printing, and imaging/cloning/system configurations.
  • Adhere to and identify solutions that streamline the internal workflow
  • Add, delete and change user profiles in Active Directory for user management
  • Write, update, maintain documentation; end-user and internal (IT)
  • Document common issues/causes/solutions, create user and web based guides as well as FAQ’s into the knowledgebase.
  • Update ServiceNow tickets appropriately, include all relevant information related to troubleshooting and results.
  • Ensure tickets are completed within agreed SLA’s
  • Ability to support remote users, establish VPN and VDI access for all remote users
  • Provide off-hours support to employees as necessary, as part of an overall “on call” support rotation schedule
  • Interact with vendors to resolve technical problems with desktop computing equipment and software
  • This role takes on more project based work in support of management, senior technical and project management staff

Skills and Qualifications:

  • ServiceNow ticket management system (or equivalent)
  • Microsoft Windows OS
  • Microsoft Office suite
  • Microsoft O365
  • Microsoft Intune
  • Windows hardware
  • Mac hardware (minimal)
  • Apple OS (minimal)
  • Medical application software
  • Cisco VoIP systems
  • Eligible to work within the US
  • High School diploma or equivalent
  • 6+ years work experience in IT (Corporate) with 5+ years of experience in a desktop or systems engineer role
  • Highly organized, self-directed
  • Ability to travel to local Open Door sites as this role may rotate site to site
  • ITIL Certification desired
  • Microsoft Certification for any of Windows OS, Office, O365 preferred

Knowledge and Skills:

  • Ticket management, specifically ServiceNow experience preferred. Must have experience in working with enterprise Ticket management system.
  • Experience with Microsoft InTune MDM desired; Microsoft Endpoint Manager (MEM) or SCCM preferred. Need someone who has used an integrated endpoint management platform to manage endpoints
  • Knowledge on the concepts for Active Directory with the ability to perform add/transfers/terminations desired. Working knowledge with Azure Active Directory preferred.
  • Experience working with Active Directory Group Policy preferred, experience manipulating Active Directory objects via scripts
  • Healthcare IT background, a preferred. Experience supporting and maintaining Electronic Medical Records systems, Dental systems, and other medical systems preferred.
  • Display high-energy, self-motivation, flexibility and an ability to multitask and prioritize demands in a fast-paced environment. Must possess a keen attention to detail and an ability work effectively under pressure
  • Must be a very organized individual with the ability to clearly document their work in accordance with office procedures.
  • Excellent knowledge of PC and desktop hardware
  • Working technical knowledge of current protocols, operating systems, and standards.
  • Ability to operate tools, components, and peripheral accessories.
  • Able to read and understand technical manuals, procedural documentation and OEM guides.
  • Demonstrate strong customer service skills with the ability to speak to individuals or groups of people with poise, voice control and confidence
  • Demonstrate strong written and verbal communication skills
  • Experience, fundamental knowledge, and supporting of VDI (Virtual Desktop Infrastructure) using Desktop as a Service (DaaS) preferred.
  • Experience in working with, and setting up, video conferencing units, such as Microsoft Teams Room solutions preferred
  • ServiceNow system administration/training/certification a plus
  • Experienced/hands on knowledge of Application packaging (Ie. MSI; install shield) a plus
  • Experience using remote control software, such as TeamViewer, Windows Remote Desktop Connection
  • Experience using collaboration tools such as Microsoft Teams, WebEx, Cisco Jabber preferred
  • Ability to effectively prioritize workload
  • Must have experience in administrative, incident response, and operational responsibilities

Communicate effectively and efficiently in all languages required by the job using whatever communication device or system is required


They are actively interviewing so please send your resume in for consideration!


Job ID: 5094

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