What are the responsibilities and job description for the IT Desktop Support/Field Tech position at DMC Primary Care?
We are seeking a full-time Desktop Support Technician in Derry, NH. The successful candidate will be the primary field technician, delivering both remote and on-site support for desktop-computing technologies—workstations, laptops, tablets, docking stations, monitors, and peripherals—while providing backup coverage for the Healthcare IT Service Desk. When requested by the Network Engineer, the technician also supplies on-site smart-hands assistance for network infrastructure to keep caregivers productive and clinical operations running smoothly. This position is located in Derry, NH. This is not a remote position. Why Join DMC?
We are an equal opportunity employer committed to fostering an inclusive and supportive workplace where individuals of all backgrounds, cultures, identities, and abilities feel valued and empowered to succeed.
- Join a stable, innovative, privately-owned business implementing the latest technologies.
- Be part of a modern and growing healthcare organization where your ideas will be heard and your expertise put to use.
- Learn with us! IT team members gain hands-on experience in projects and have access to Skillsoft Percipio (an online IT training platform) for continuous learning.
- Propel your career forward in an environment where hard work is recognized and rewarded.
- Provide remote and on-site desktop support for Windows PCs, thin clients, laptops, tablets, docking stations, monitors, printers, scanners, VoIP phones, and other peripherals.
- Deliver “smart-hands” assistance for network infrastructure—switches, access points, cabling, and rack work—under the direction of the Network Engineer.
- Perform hardware lifecycle management: receipt, imaging, deployment, replacement, warranty coordination, and disposition of endpoint devices.
- Maintain accurate asset inventory and update CMDB records as equipment is moved, added, or retired.
- Serve as Tier-1 backup for the IT Service Desk: answer calls, triage tickets, and resolve issues during peak demand or staff absence.
- Execute workstation and peripheral moves/adds/changes for new-hire setups, office build-outs, and clinic expansions.
- Coordinate with vendors and OEMs (e.g., hardware manufacturers, copier vendors) to expedite repairs and RMAs.
- Document all work—troubleshooting steps, resolutions, site visit notes, and asset changes—in Jira Service Management.
- Contribute to knowledge base articles and standard operating procedures for both Service Desk and Desktop Support teams.
- Uphold HIPAA and security best practices while working in clinical areas and handling protected health information (PHI).
- Windows Server, Active Directory, and Group Policy Management (on-prem)
- Microsoft 365 hybrid (Exchange, Office, SharePoint)
- vSphere and virtualization technologies
- Cisco networking, VoIP, and security technologies
- Veradigm Electronic Health Record (EHR) and Practice Management (scheduling, billing)
- BeyondTrust remote access and remote support tools
- Jira Service Management for IT service desk ticketing
- Slack, Confluence, and other collaboration tools for IT
- Proven desktop and peripheral troubleshooting expertise in a multi-site environment
- Ability to travel daily/weekly between clinical offices (valid driver’s license & reliable transportation)
- Customer-first attitude with clear, patient communication skills
- Ability to lift/carry up to 50 lbs., crawl under desks, and spend time on your feet during site visits
- Working knowledge of Windows OS, Microsoft 365, PC imaging tools, and basic networking concepts
- Strong organizational skills; can juggle break-fix tickets, scheduled deployments, and emergency calls
- Associate’s or Bachelor’s degree in Computer Science, IT, or a related technical field
- 2 years’ experience in service desk/help desk or desktop support roles
- Certifications such as CompTIA A , Microsoft Modern Desktop Administrator, ITIL Foundations, or similar
- Prior healthcare experience and familiarity with HIPAA privacy & security regulations
- On-site in Derry with regular travel to nearby DMC and DIC clinics
- Collaborative, small-team culture focused on continuous learning
- Close partnership with the IT Service Desk and Network Engineer to provide seamless 24×7 technology support
We are an equal opportunity employer committed to fostering an inclusive and supportive workplace where individuals of all backgrounds, cultures, identities, and abilities feel valued and empowered to succeed.