Desktop Support Technician

Join Aya Healthcare, winner of multiple Top Workplace awards!

The Desktop Support Technician is an intermediate-level, customer-facing technical support professional responsible for independently resolving escalated Tier 1 issues, handling complex desktop and user support matters, and delivering high-quality IT service.

This role requires strong analytical troubleshooting ability, professional communication skills, and consistent adherence to Service Level Agreements (SLAs). Performance is measured by technical resolution capability, documentation quality, SLA compliance, and customer satisfaction outcomes.

This role does not include infrastructure engineering, systems architecture, or enterprise platform ownership.

Advancement to this position is performance-based and not tenure-based.

This position will be hybrid (remote/in office).

Who We Are:

We’re an $8+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians, and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities:

Deliver Exceptional Technical Support

• Serve as a primary point of contact for employees requiring desktop and technology support, delivering a high-quality customer experience from initial request through resolution.
• Troubleshoot and resolve a wide range of hardware, software, access, and application issues across Windows and macOS environments.
• Support enterprise technologies including Microsoft 365, Azure Active Directory, Exchange, VPN solutions, communication platforms, and other business-critical applications.
• Communicate technical concepts clearly to both technical and non-technical users while setting expectations and providing timely updates.

Drive Resolution and Operational Excellence

• Independently investigate, diagnose, and resolve complex technical issues while maintaining accurate and thorough documentation.
• Identify recurring issues and partner with team members to implement scalable solutions that improve the employee experience.
• Balance multiple priorities while effectively managing support requests and ensuring timely follow-up and resolution.
• Escalate issues appropriately when additional expertise, elevated permissions, or broader system changes are required.

Support a Customer-First Culture

• Build trust and strong relationships with employees through professionalism, responsiveness, and a solutions-oriented mindset.
• Deliver a positive support experience by maintaining composure in high-pressure situations and effectively addressing user concerns.
• Partner closely with colleagues across IT and the business to ensure seamless support and service delivery.

Contribute to Continuous Improvement

• Create and maintain knowledge base articles, troubleshooting guides, and process documentatio…