Job Information
Brockton Hospital Technology Support Specialist – Service Desk in Brockton, Massachusetts
POSITION SUMMARY:
The Technology Support Specialist – Service Desk serves as a primary point of contact for IT support requests across the Signature Healthcare organization. This role is responsible for delivering first-level technical support through the Service Desk while ensuring timely, accurate, and customer-focused resolution of incidents and requests.
This position is primarily Service Desk–focused, with approximately 80–90% of time dedicated to managing incoming calls and support requests. The role is expected to resolve issues at first contact whenever possible, while maintaining high-quality documentation and communication.
In addition to phone-based support, this position performs hands-on technical work including device imaging, hardware repair, and onsite troubleshooting as operational demand allows. The role requires the ability to effectively multitask between managing the support queue and completing technical work.
Working closely with the Desktop Support team, Enterprise Technology, and Application teams, this position supports the full spectrum of IT issues—from routine end-user requests to more complex technical challenges—while helping maintain daily operational readiness in a fast-paced healthcare environment. Occasional proactive rounding of clinical and administrative areas may be required, particularly during off-shift coverage or staffing needs.
KEY RESPONSIBILITIES:
Serves as a primary responder for incoming IT support requests via phone and ticketing system, ensuring timely intake, accurate documentation, and strong customer service.
Provides first-level technical support, resolving issues at first contact whenever possible.
Maintains ownership of Service Desk responsibilities, effectively managing call volume and ticket queues.
Effectively balances real-time Service Desk responsibilities with hands-on technical work, prioritizing incoming support requests while completing assigned tasks as workload allows.
Supports a full range of IT issues, from routine end-user requests to more complex technical problems.
Performs hands-on technical work including PC imaging, device setup, hardware repair, and deployment of end-user equipment.
Assists with staging, configuration, and distribution of new and replacement devices.
Collaborates with Desktop Support, Enterprise Technology, and Application teams to escalate and resolve complex issues.
Monitors ticket queues and assists with backlog reduction, including follow-up on aging or unresolved tickets.
Performs proactive rounding of clinical and administrative areas as time allows, particularly during off-shift coverage.
- Engages with vendors as needed to support troubleshooting and resolution of technical issues.
Maintains clear, accurate, and comprehensive documentation of incidents, troubleshooting steps, and resolutions, and contributes to the development and maintenance of knowledgebase articles and standard processes.
Supports system readiness activities, including basic system checks and operational support tasks.
Participates in scheduled and as-needed coverage, including occasional evenings, second shift, holidays, and onsite support as operational needs require.
Assists Desktop Support team members with onsite work and project-related tasks during periods of lower call volume.
Performs other duties as assigned.
Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
Commits to recognizing and respecting cultural diversity for all customers (internal and external).
Communicates effectively with internal and external customers with respect for differences in cultures, values, beliefs, and ages.
REQUIRED KNOWLEDGE & SKILLS:
Experience using a service desk system (Halo ITSM or equivalent) to manage incidents and requests.
Strong knowledge of Windows operating systems across desktops, laptops, and tablets.
Proficiency with Microsoft Office and standard desktop support tools (e.g., PDQ Deploy).
Hands-on experience with PC imaging, hardware troubleshooting, and device setup.
Working knowledge of hospital and EMR systems (e.g., Meditech) preferred.
Strong troubleshooting and problem-solving skills, with the ability to independently diagnose and resolve issues across both remote and onsite support scenarios..
Demonstrated ability to manage high call volumes while performing concurrent technical tasks in a fast-paced environment.
Strong documentation skills with the ability to clearly capture issues, actions, and resolutions.
Excellent communication skills, including the ability to explain technical concepts to non-technical users.
Positive, team-oriented attitude with a willingness to support across functions as needed.
Demonstrates accountability and ownership of responsibilities, including consistent attendance, timely follow-through, and reliability in supporting team operations.
EDUCATION/EXPERIENCE/LICENSURE/TECNICAL/OTHER:
Education: Associate’s or Bachelor’s Degree preferred, or equivalent work experience.
Experience (Type & Length): 3–7 years of experience in a Service Desk, Desktop Support, or hybrid IT support role. Experience in a healthcare environment preferred.
Certification/Licensure: Valid Massachusetts driver’s license required.
Technical: Windows OS, Meditech (preferred), Microsoft Office, endpoint management tools, imaging solutions, and basic networking knowledge.
Other: