Desktop Support Technician

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Desktop Support Technician

Department: Operations Group
Reports To: Desktop Support Manager
FLSA Status: Exempt

The primary duties of the Desktop Support Technician will be end-user technical support, including software/hardware installation, troubleshooting, hardware break/fix, phone support, technical documentation, asset management, and account management

ESSENTIAL DUTIES AND RESPONSIBILITIES (may vary based on assigned project needs)

  • Provide desktop technical support in response to IT Service Management (ITSM) support requests.
  • Support end user questions regarding their desktop environment.
  • Adhere to client-established methods and procedures for responding to support requests.
  • Respond to and resolve incidents within established Service Level Agreements (SLA)
  • Monitors Incidents and Work Orders assigned to ensure Service Level Agreements (SLAs) are met as well as proper work flow.
  • Provide input to the team leader on the effectiveness of client desktop support system methods and procedures as part of the continuous service improvement initiative.
  • Troubleshooting, software installs/fixes, and document resolutions for desktop-initiated requests.
  • Work closely with the Service Desk, Desktop Architecture, and IP Network Architecture to ensure efficient incident and problem management.
  • Work on "special projects" as assigned by the client or Desktop Mgr.
  • Identify workstation software improvements and enhancements.
  • Imaging and deployment of Windows desktops, laptops, and thin clients.
  • Help maintain and update desktop software operational methods and procedures.
  • Use of remote control tools to resolve issues for customers located outside of the corporate campus.
  • Build, configure, and deploy new equipment/upgrade existing equipment for deployment at end user customer location. (desktops, laptops, printers)
  • Perform basic troubleshooting of printers, copiers, fax machines, and all-in-one units.
  • Support software installation, remediation and removal.
  • Use remote access software to troubleshoot technical problems.
  • Adhere to asset tracking, ticketing and other processes/procedures defined by the client.
  • Responsible for desktop setup and maintenance (workstation, mouse, keyboard, monitor, Ethernet connections) must be able to lift up 80lbs.
  • Will be required to rotate On-Call duties and occasional after hours work.
  • Ability to work unsupervised and take remote directions from team members and management as required.
  • Ability to accurately and completely track issues and follow through to resolution while updating clients in a timely manner.
  • Handle matters directly or, depending upon the expertise needed, assign the issue to the appropriate IT staff member for resolution, which includes communicating the issue and its business priority.
  • Adhere to processes regarding inventory control and documentation.
  • Update ticket resolution details per clients established process.
  • Maintain and submit expense reports for mileage and reimbursable expenses.
  • Ensure compliance with clients business associates agreement and security policies.
  • Maintains effective relations with customers, staff and vendors.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Active Directory Experience
  • TCP/IP Networking Experience
  • Hands on Windows XP / Windows 7 & 8 and MAC Operating System experience
  • Hands on Microsoft Office experience
  • Hands on Microsoft Exchange experience
  • Working knowledge of desktop hardware configurations and installation processes
  • Working knowledge of routine desktop and network administration tasks

Associates or Bachelor’s degree in technical or business discipline; IT Certifications (A+, N+, and/or Microsoft) preferred.

Minimum of 2 years’ experience in Desktop Systems, including configuring PC hardware and peripherals, and software installations. Experience with image deployment software, anti-virus and spy-ware software, and remote desktop control software

Must- Have Requirements:

  • Excellent problem and decision making skills with expertise in identifying, prioritizing, articulating and executing task.
  • Flexible and open to changing priorities and managing multiple task simultaneously with constant interruptions within specific timeframes.
  • Ability and willingness to learn new technologies.
  • Strong communication skills for establishing and maintaining effective working relationships with peers and staff at all levels.
  • Executes task and builds relationships with clients and customers in a manner which builds trust and credibility.
  • Excellent written and verbal communication skills, professional appearance, punctuality and a sense of urgency.


  • Good communication skills, both written and verbal
  • Ability to understand English, both written and verbal
  • Ability to follow instructions, both written and verbal
  • Ability to write reports and document steps for knowledge database
  • Strong interpersonal and active-listening skills with ability to work in a team-oriented, collaborative environment
  • Excellent organizational and analytical skills
  • Ability to work efficiently and independently with minimal supervision to meet deadlines and answer support related inquiries promptly
  • Ability to adhere to established standards and levels of service
  • Ability to interpret policy and enforce with customers and partner teams
  • Ability to multi-task and prioritize work load depending on ever-changing requirements and volumes
the human factor

We believe healthcare’s greatest opportunity is innovation, whether it’s a new approach to solve a complex problem or successfully implementing a new technology. For Kailo, innovation and technology are exciting. But, those things alone are not worth much without talented people to back it up; we call this “theHUMANfactor”
We Are Not Numbers (and neither are you)
This picture wall represents the diversity of the Kailo team. Each member of our team selects a picture that represents him or her in some way. Like our clients, our team members are unique. Their personalities and stories make them who they are and give them a distinctive quality. They do more than simply close tickets; they build relationships.

This is what separates "good" from "great".