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Desktop Service Technician I in Worcester, MA at Spectrum Health Systems

Date Posted: 1/6/2019

Job Snapshot

  • Employee Type:
  • Location:
    Worcester, MA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Since 1969, Spectrum Health Systems, Inc . has been a leader in the field of alcohol and drug abuse treatment. Our mission is to provide the highest quality of services to individuals seeking treatment for substance abuse and/or mental health issues. We assist our clients in achieving sobriety, sustaining recovery, and fulfilling personal goals in order that they may lead healthier, more productive lives.At Spectrum Health Systems, we take great pride in our organization and in our work. We believe that providing the highest quality service and ensuring that our actions and behaviors are always client-focused place our organization ahead of the rest.

SUMMARY:   The Desktop Support Technician I will provide On-Site support as well as Remote Support for the day to day technology needs of the organization. This includes the support of PCs, Printers, VOIP System, basic support of Electronic Medical Records application, installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion. Provides support to end users on a variety of desktop issues; maintains, analyzes, troubleshoots, repairs and resolves technical problems for computer systems, hardware and computer peripherals of low to moderate complexity.


  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.

  • Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.

  • Write technical specifications for desktop hardware and related products.

  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.

  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.

  • Assess the need for and implement performance upgrades to Desktops, Laptops, and Servers as required.

  • Experience using various remote control services

  • Collaborate with Engineering technicians/Systems administrators to ensure efficient operation of the company’s desktop computing environment.

  • Where required, administer and resolve issues with associated end-user workstation networking software products.

  • Supporting of Office 365 and associated troubleshooting.

  • Active Directory management of user, computer, and group objects.

  • Receive and respond to incoming calls, and/or e-mails regarding desktop problems.

  • Answer to and perform moves, adds and changes (MAC) requests as they are submitted by Engineering managers.

  • Conceptual understanding of basic network flows and troubleshooting skills

  • Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone jacks, connectors between PCs and servers, etc.) are in proper working order.

  • Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.

  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.

  • Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

  • Accurately document instances of desktop equipment or component failure, repair, installation, and removal.

  • If necessary, liaise with third-party support and PC equipment vendors

  • Ability to travel state wide, year-round, in a variety of weather conditions

  • Ticket management including SLA compliance and escalation protocols


  • Three (3) year experience working with computer hardware and software in one or more of the following areas: software installation, software hardware problem analysis and resolution, working in a service desk environment handling calls from users for technical assistance.

  • Associate degree in computer science with one (1) year computer hardware and software experience.

  • Optional Certifications: HDI, Microsoft, Cisco, CompTIA or ITIL v3.0



  • Knowledge of basic computer hardware including CPU, RAM, HDD, Network Adapters, Etc

  • Extensive application support experience with Electronic Medical Record software

  • Working knowledge of a range of diagnostic utilities, including remote control software

  • Experience with smartphone, desktop and server operating systems, including Windows, Apple IOS, Andriod

  • Familiarity with the fundamental principles of ITIL

  • Exceptional written and oral communication skills.

  • Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.

  • Strong documentation skills.

  • Fluent English and Spanish (optional)

  • Customer service

  • Communication (listening) skills

  • Troubleshooting/problem solving skills

  • Ability to work under pressure

  • Adaptability

  • Teamwork

  • Interpersonal skills

  • Support experience


Spectrum Health Systems is an equal opportunity at will employer and does not discriminate against any employee or
applicant for employment because of age, race, religion, color, disability,sex, sexual orientation or national origin. 

Other details
  • Job Family Technical
  • Job Function Clerical/Accting/Support
  • Pay Type Hourly
  • Min Hiring Rate $38,500.00
  • Max Hiring Rate $43,000.00
  • Required Education Associate Degree