IT Support Associate

About the role

The IT Support Associate provides frontline technical support to hospital departments and users to ensure the availability, reliability, and proper use of information technology resources. The position is responsible for assisting users with computer hardware, software, network connectivity, printers, communication devices, and hospital information systems. The IT Support Associate also supports IT asset monitoring, preventive maintenance, documentation, troubleshooting, and implementation of IT policies and standards. Due to the critical nature of hospital operations, the IT Support Associate is expected to respond promptly to technical concerns that may affect patient care, clinical operations, administrative services, and other essential hospital functions.

Key responsibilities

• Provide first-level technical support to hospital departments for IT-related concerns
• Diagnose and troubleshoot desktop computers, laptops, monitors, keyboards, mice, and other computer peripherals
• Troubleshoot operating system, application, and software-related issues
• Assist users with login, account access, password, and basic system access concerns within authorized scope
• Provide support for printers, scanners, barcode printers, label printers, and other IT supported peripheral devices
• Assist users with approved productivity, communication, and collaboration applications
• Respond to IT support requests through the hospital's approved IT Ticketing System
• Properly document troubleshooting activities, findings, actions taken, and resolution of support tickets
• Escalate unresolved or critical issues to the IT Head/System Administrator or appropriate system/vendor support
• Provide frontline support for hospital systems such as Hospital Information System (HIS), Radiology/PACS systems, and departmental systems

About you

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field
• Experience in IT technical support, desktop support, helpdesk, or related work is preferred
• Experience in a hospital or healthcare environment is an advantage but may not be required for entry-level candidates
• Windows desktop operating systems knowledge
• Computer hardware troubleshooting
• Software installation and troubleshooting
• LAN/Wi-Fi fundamentals
• TCP/IP and basic network troubleshooting
• Printers and peripheral devices
• Microsoft Office/Microsoft 365