Desktop Support Technician

- Act as the escalation point for complex technical challenges not resolved by Desktop Support Technician I, offering advanced troubleshooting and diagnostics. - Diagnose and resolve issues concerning computer systems, applications, and network connectivity on Windows, macOS, and mobile devices. - Conduct advanced diagnostics and repairs on network systems, addressing connectivity matters, routers, switches, and cabling. - Install, configure, and support sophisticated computer systems, applications, and peripherals like printers, scanners, and AV equipment. - Ensure system security and efficiency by deploying software updates and performing routine system health checks. - Configure and provide support for telephony systems, resolving issues related to voice communication setups. - Oversee and maintain network infrastructure, resolving intricate connectivity issues to provide users with uninterrupted network access. - Assist with network installations and upgrades, documenting changes thoroughly for compliance and future reference. - Ensure all IT activities comply with HIPAA and healthcare data protection standards, protecting personal health information. - Collaborate with the cybersecurity team to uphold security policies, assist in vulnerability assessments, and escalate security threats as necessary. - Manage user accounts for email and proprietary software, establishing proper authorization levels and decommissioning accounts for former employees. - Collaborate with the People Services team for IT resource provision for new hires, ensuring smooth onboarding processes. - Monitor system performance, proactively addressing potential issues to avert disruption to end users. - Respond to system alerts and incidents, managing resolutions or escalations in line with service level agreements. - Document all incidents and resolutions in the IT service management system to build a comprehensive knowledge base. - Support and mentor junior staff, providing guidance and sharing best practices to enhance first-contact resolution rates. - Manage service requests regarding infrastructure modifications and changes, including user hardware and network adjustments. - Maintain accurate records of assets, including hardware inventories, software licenses, and network configurations to ensure compliance. - Provide after-hours support as needed, especially during critical system incidents, as part of a rotating on-call schedule. - Contribute to enhancing processes by developing automation scripts for tasks like system provisioning and software deployment.