Desktop Support Specialist

Work Model:
Onsite / Call Center Support Role Summary

We are seeking a Technical User Support Analyst to provide front-line technical support in a call center / help desk environment. The role focuses on inbound and outbound customer support, Service Now ticket handling, and mobile device troubleshooting. The analyst will directly impact customer experience by resolving technical issues, managing devices, and collaborating across internal teams.

Handle inbound calls routed to the HCIT support queue during business hours.

Make outbound calls to customers as requested.

Respond to email-generated tickets using Service Now.

Participate in on-call rotations and provide after-hours and holiday support.

Troubleshoot mobile device issues including enrollment, registration, app installation, OS configuration, and hardware/software errors.

Manage mobile device deployments, replacements, and lost/stolen device processing.

Support mobile printers, peripherals, and connected technologies.

Triage, document, and elevate issues to appropriate technical or infrastructure teams.

Coordinate with cross-functional teams (Engineering, Deployment, Marketing, Repair, Supply Chain).

Provide end-user IT support via phone in a call center/help desk environment.

Log all interactions accurately and maintain high-quality documentation.

Identify issue trends and proactively report potential high-impact problems.

Test software and hardware in both development and production environments.

Support non-therapy applications, medical mobile apps, consumer apps, and patient management platforms.

Follow disaster recovery protocols and compliance standards.

Maintain knowledge base articles, process documentation, and training materials.

High school diploma or equivalent.

2+ years of experience in:

IT Help Desk / Technical Support

Call Center or Customer Support environment

Experience with Service Now or similar ticketing systems.

Strong customer service and communication skills.

Ability to work in a 24x7 support environment, including on-call and holidays.

Ability to lift up to 50 lbs and travel between sites if required.

iOS / Android troubleshooting

Device deployment and configuration

Printer and peripheral support

Healthcare or regulated environment experience