Desktop Support Specialist / Information Systems / PRN

Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service. Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software using remote tools or on-site presence as needed. Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support. Leads peer resources on assigned tasks to ensure successful completion. Strives to ensure a positive customer service experience in all interactions. Summary of Performance Expectations: Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service. Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software using remote tools or on-site presence as needed. Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support. Leads peer resources on assigned tasks to ensure successful completion. Strives to ensure a positive customer service experience in all interactions. Education & Credentials: Required Associate degree in Computer Science, or a High School diploma/equivalent with five years in IT technical support or service desk. Must obtain an IT support certification (e.g., CompTIA A+, HDI-CSR, Google GITSPC, ETA CNCT, or Apple ACMT) within twelve months of employment. Preferred Bachelor’s degree in a computer related field. CompTIA A+ or Network+ Certification. Work Experience: Required Two years of hands-on experience supporting hardware such as PCs, thin clients, laptops, tablets, handhelds, printers, phones, and various peripheral devices. Experience in software troubleshooting, including Windows Operating Systems and MS Office 365. General technical understanding of network hardware, topologies, and protocols. With training and on-the-job experience, the incumbent should become proficient in the basic aspects of the position within three months of the employment date.. Preferred Experience in customer service roles, particularly within large healthcare environments. ### About the Company **About Catawba Valley Medical Center** **COMPREHENSIVE, ACCESSIBLE HEALTHCARE SERVICES IN THE CATAWBA VALLEY** As the region’s largest not-for-profit community hospital, we exist to heal and comfort patients, to promote and foster a healthier community, and to ensure access to healthcare to all who need it - regardless of ability to pay. With a wide array of medical specialties, our skilled nurses and providers are trained to treat virtually any type of injury or illness, providing high-quality, easily accessible healthcare close to home. Our mission: Exceptional Healthcare. Every Person. Every Time. **At A Glance:** - Region’s only level III Neonatal Intensive Care Unit (NICU) - Women’s Choice Award winner for America’s Best 100 Hospitals for Patient Experience for six consecutive years - American College of Surgeons Accredited Comprehensive Community Cancer Center **HIGH LEVEL OF TECHNICAL CARE FROM MEDICAL EXPERTS** Catawba Valley Medical Center offers a wide range of services from experienced medical specialists capable of addressing virtually any healthcare concern. Our current hospital holds 258 beds and serves the five-county Hickory area. Through our skilled medical practitioners and our highly trained staff, we strive to provide the highest level of medical expertise using the latest, state-of-the-art technology available. One of our goals at Catawba Valley Medical Center is to provide seamless care between your primary care provider and our hospital. Being a part of a vast healthcare network allows for easier and more efficient communication between local physicia…