Desktop Support Engineer

Job Description

At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do. Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. POSITION SUMMARY Owens & Minor is looking for a Desktop Support Analyst II to join the team responsible to support to end users for computer, application, system, device, access, File Server, VPN/connectivity, and hardware issues along with the onsite network device activities and conference room AV support. ESSENTIAL JOB FUNCTIONS: Provide Second-level support(L2) for desktops, laptops, and peripherals. Resolve complex technical issues, including software malfunctions, system errors, and connectivity problems. Utilize remote desktop tools to resolve issues quickly and efficiently. Ensure the timely resolution of user issues by coordinating with the L2 support team or escalating to L3 support when needed. Assist computer users in the field with the utmost professionalism by answering questions regarding the network, computer system and applications. Troubleshoot system problems by analyzing the situation, resolving the issue, or allocating to designated department personnel as defined in policies and procedures or recommending to user’s appropriate actions to take to obtain a solution. Providing first-contact resolution for desktop issues or following proper escalation procedures. Willingness to work in all different shifts of a 24x7 support organization. Maintain, analyze, troubleshoot desktop and portable/laptop computer systems and application issues. Understand time constraints, quality, and resources to maximize resolution of situations. Keep managers informed of the system’s effectiveness, problems encountered, and the system features desired by users. Train users at different locations/sites nationally on operational procedures Generate final quality assurance checks on the system by testing and evaluating new features added. Maintain and update the system user manual noting changes on operating requirements. Create and maintain accurate documentation regarding system or user issues and resolutions. Participate and support in any global IT project activities which may impact the local site users. Work with Asset management team to keep the regular record up to date and participate in audit activities. Work with seniors and learn the day-to-day operations. SUPPLEMENTAL JOB FUNCTIONS: Performs additional duties as directed. Effectively accomplishes set goals while primarily working in Office Environment EDUCATION & EXPERIENCE: High school diploma is required. University degree in computer science or technical field preferred. 3-7 years of experience in Help Desk/Technical Support 2-5 years related experience in Desktop Application support. Experience supporting current windows operating systems. CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or similar certifications. ITIL certification (Foundation level) is a plus. Familiarity with multiple business applications and healthcare experience a plus. KNOWLEDGE SKILLS & ABILITIES: Strong knowledge of Windows operating systems (Windows 10/11) and good to have MacOS experience. Familiarity with networking concepts and protocols (e.g., TCP/IP, DNS, DHCP). Knowledge of Active Directory, Group Policy, and security protocols. Problem Solving/Analysis Communication Proficiency Ability to assess and prioritize incidents quickly while under pressure. Familiarity with ticketing systems such as Service Now. Good written and spoken communication skills. Familiarity with ITIL best practices. Basic understanding of Networking (LAN/WAN) and internet communication protocols. Desired skills in server applications, printers, and mobile devices. Strong understanding of hardware components and how they relate to performance. Knowledge of Windows Active Directory environment Strong troubleshooting skills in Microsoft O365 products Basic knowledge of utilizing Microsoft Remote Desktop and remote access tools Basic understanding of using windows command prompt commands If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis. Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law. Show more Show less