Desktop Support 2

Job Description

Job Description

Job Title: Desktop Support II

Job Location: RIS Administration

Division/Department: IT Infrastructure

Reports to: Infrastructure Manager

FTE: 1.00 Non-Exempt

Company Mission/Summary

Recognized and accredited by the American College of Radiology, Radiology and Imaging Specialists (RIS) prides itself on being a high-quality workplace that is supportive of you through teamwork and celebrating success. RIS has grown to be one of the leading radiology providers in Polk County since starting over 50 years ago. With more than 45 physicians and five imaging centers, our physicians, administration, and staff strive to be an independent radiology practice providing the community with high-quality, compassionate service utilizing leading-edge technology. As a growing company, you’ll find opportunities to strengthen and develop your career in healthcare with a team of supportive leaders. RIS is based in historic Lakeland Florida, with great community offerings such as outdoor recreational activities, excellent universities, award-winning community theaters, art museums, and more.

Job Summary

As a Desktop Support Technician Level II, you will play a pivotal role in providing advanced technical support to end-users, ensuring the smooth operation of desktops, laptops, peripherals, and software applications. You will be responsible for diagnosing and resolving complex hardware and software issues, performing system upgrades and migrations, and collaborating with Level 1 technicians to escalate and resolve issues efficiently. Your expertise in troubleshooting and customer service will contribute to maintaining high levels of user satisfaction and productivity.

Job Objectives

• Establishes and maintains positive peer, leadership, and customer relationship, interacting positively and productively with teams across organizational lines.
• Provide second-level technical support to end-users, resolving escalated issues in a timely manner.
• Diagnose and troubleshoot technical issues, including network connectivity, hardware and software problems, and system failures.
• Install, configure, and maintain computer systems, hardware, and software applications.
• Collaborate with Tier 1 support and other IT staff to assist with problem resolution.
• Respond to IT support tickets, phone calls, and emails promptly and professionally.
• Document and track incidents and service requests using the ticketing system.
• Perform system upgrades and patches as required.
• Support and maintain IT infrastructure, including servers, network devices, and peripherals.
• Assist with user training and orientation on new technology and software applications.
• Ensure security and privacy of systems, data, and network access.

• Participate in on-call rotation and respond to critical system outages or issues outside of regular business hours.

• Maintains professional skills and stays informed of changes in the healthcare industry, regulations, vendor technology and impacts on assigned systems.
• Performs other duties as assigned.

Education and Experience

• Bachelor’s degree in information technology, Computer Science, or a related field; or equivalent work experience.
• Experience with Active Directory and O365 is preferred.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus.

Skills & Qualifications

• Proven experience as a Helpdesk Technician or similar role in an IT support environment.
• Solid knowledge of IT systems and applications, including Windows operating systems, Microsoft Office Suite, and basic network protocols.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team in a fast-paced environment.

Physical Requirements

• Position may require some travel between associated clinics and off-site departments.
• Ability to sit or stand for prolonged periods.
• Normal hand eye coordination and manual dexterity.
• Ability to lift up to 50 lbs.
• Ability to distinguish letters and symbols.
• Ability to respond quickly to sounds.
• Clarity of vision at close distances (20 inches or less) and far distances (20ft or more).

Radiology and Imaging Specialists is an equal opportunity employer and values diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.