Desktop Support Technician

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.​

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As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as Desktop Support Technician-Field Support. 

Responsibilities:

• Troubleshoot issues with PCs, monitors, printers, and other related IT equipment

• Coordinate with smart hands vendor to provide on site support and hardware repair at remote locations.

• Providing direction to onsite tech by outlining the problem and what is expected of the tech while onsite

• Collecting and analyzing photos and data provided by the tech

• Driving the solution and ensuring that the issue is completely resolved

• Image, prep, ship and track laptops and desktops and accessories

• Maintain asset inventory of devices throughout their lifecycle

• Maintain incident & task tickets in ServiceNow adhering to defined SLAs

• Provide exceptional service to all users both in person and remote

• Create and update knowledge base articles and documentation used by the team and technical service desk

• Partner with various teams within IT and other departments to solve cross functional issues

• Provide training and assistance to users as needed

Skills:

• Experience as a desktop support technician or equivalent

• Troubleshooting workstation/user accounts with

• Active Directory/Entra ID, Azure MFA, Intune, SCCM

• Experience performing software installation, diagnostic and upgrades

• Hardware troubleshooting skillset across laptops desktops tablets printers and more

• Excellent vertical and lateral thinking

• Time management skills

• Clear written and verbal communication

• Customer first mindset

• AV knowledge and troubleshooting skills

• Experience with incident management/ticketing system

• Ability and willingness to quickly learn and adapt to new technology and processes

• 3 - 5 years of experience in desktop support or a similar IT support role

• IT certifications or equivalent of education preferred

Pay Range: $25-$33/hr with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match

*This role is onsite 5 days/week in our Syracuse office*