Desktop Support Specialist

Desktop Support Specialist

Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.

We are looking for talented, passionate and self-motivated professionals who will support the initiatives of our technical services team, the company and our overall mission as leaders in community oncology. We take pride in offering the highest level of customer support to our end users and business partners. The Desktop Support Specialist's main role is to research, diagnose, troubleshoot resolutions to software and hardware issues while communicating effectively with end users and other technical colleagues.

Essential Functions:

• Respond to service requests and resolve technical problems in a timely and helpful manner, providing top-notch support to both users and business partners
• Install, configure, and troubleshoot hardware and software for a variety of endpoints including desktops, laptops, printers, and mobile devices
• Monitor, maintain, and administer systems and software related to desktop support functions including physical inventory of technical assets
• Follow existing documented processes as well as create documentation when necessary, including the documentation of ongoing work within existing service requests
• Communicate clearly and constructively with end users, technical peers and both internal and external business partners
• Provide accurate and constructive feedback or reporting to management staff as needed
• Perform a variety of tasks, relying on experience and judgment to plan and accomplish goals

Knowledge, Skills & Abilities:

• Exceptional problem solving, troubleshooting and time management skills are a must
• A strong customer service focus including the ability to prioritize end user experience
• Knowledge of Windows environments including Windows 7/10, Active Directory and other, related Domain Services and their functions
• Knowledge of iOS/Android and mobile device management
• Experience in working within a service desk environment, resolving incidents, notating resolution steps and engaging end users
• Knowledge of enterprise-level technical infrastructures and the ecosystems surrounding them
• Knowledge of basic networking principles
• Knowledge of security principles, best practices and how to apply them
• Ability to follow and create documentation with differing levels of complexity
• Strong research and analytical skills
• Very strong communication skills with the ability to communicate effectively with end users, internal and external partners
• Self-motivated and directed, with ability to ask questions when necessary

Education & Experience:

• High School Diploma
• Qualifying degree in a relevant field such as Computer Science preferred
• Minimum 2+ years support experience preferred
• Net+/A+/Sec+ certifications a plus

Physical Requirements:

• Must be willing and able to lift up to 50 pounds
• Must be willing and able to travel to satellite clinics