What are the responsibilities and job description for the Desktop Support Specialist position at HTC Global Services?
Job Title: Desktop Support Technician (Field & Onsite Support)
Overview / Summary
We are seeking a hands-on Desktop Support Technician to provide front-line onsite support for healthcare staff and end users. This role requires a customer-service-focused professional who is patient, reliable, and enjoys solving end-user issues while supporting devices, equipment, and day-to-day IT operations. The position is highly visible and requires working directly with users in a healthcare environment.
Key Responsibilities
- Provide onsite desktop and field support for hospital staff and end users.
- Troubleshoot laptops, desktops, monitors, printers, scanners, peripherals, and other equipment.
- Support Windows operating systems, standard business applications, and end-user software issues.
- Assist with password resets, account access, basic Microsoft 365 support, and connectivity issues.
- Set up, move, install, and configure devices and workstations.
- Respond to walk-up, ticket-based, and onsite support requests.
- Document tickets, troubleshooting steps, and resolution details accurately.
- Escalate network, systems, server, or advanced infrastructure issues when needed.
- Work closely with network-focused and systems/Microsoft 365-focused team members.
- Participate in weekend or on-call rotation as needed.
- Adapt as the support model expands toward a 24/7 healthcare operations environment.
Required Qualifications
- Experience providing desktop, field, or onsite IT support.
- Strong troubleshooting skills for Windows desktops/laptops, printers, peripherals, and standard applications.
- Experience supporting end users in person, over the phone, and through a ticketing system.
- Basic understanding of Microsoft 365, Outlook, Teams, password resets, and user access support.
- Ability to lift, move, connect, and set up IT equipment as needed.
- Strong communication and customer-service skills.
- Professional, patient, and calm when supporting users.
- Ability to work onsite and provide face-to-face user support.
- Reliable, flexible, and willing to assist wherever needed.
Preferred Qualifications
- Experience supporting healthcare, hospital, clinical, or 24/7 operational environments.
- Familiarity with ticketing systems such as ServiceNow, Jira, Remedy, or similar tools.
- Experience with imaging, device deployment, hardware refreshes, and new site setup.
- Basic networking knowledge, including connectivity, cabling, and wireless troubleshooting.
- CompTIA A , Network , or similar certification preferred but not required.
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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