We are seeking an IT Help Desk Technician to provide frontline IT support for a rapidly growing healthcare organization. This role focuses on managing IT tickets, troubleshooting issues, and supporting staff with day-to-day technological needs. Our IT team values creativity and innovation, constantly exploring new tools, AI solutions, and ways to improve systems and workflows.
Reports to: IT Systems Administrator
Responsibilities
Ticketing and User Support
· Serve as the primary point of contact for IT issues through the help desk system.
· Respond promptly to tickets, troubleshoot problems, and communicate solutions clearly to users.
· Take detailed, accurate notes for every ticket to ensure proper documentation and handoffs.
· Provide guidance on common software, network, and IT issues.
· Coordinate with external technical support teams (e.g., EHR support, software vendors) to resolve issues collaboratively.
Basic Systems and Networking Support
· Perform basic Active Directory tasks (password resets, user account management).
· Support simple networking troubleshooting (TCP/IP, DNS, DHCP, IP conflicts).
· Identify recurring issues and escalate complex problems to the IT Systems Administrator.
Hardware and Asset Management
· Assist with tracking, inventory, and management of IT hardware, including laptops, monitors, and peripherals.
· Support troubleshooting of hardware issues and coordinate repairs or replacements
Qualifications
· High School Diploma or equivalent (Associates preferred)
· Experience with enterprise and healthcare tech platforms (e.g., Azure AD/Entra, Intune, Defender, Purview, OneDrive, SharePoint, AdvancedMD, Salesforce, Power BI, Domo) and ticketing systems like Zendesk, with an understanding of HIPAA compliance.
· Basic technical knowledge and troubleshooting skills in Windows environments
· Strong problem solving and logical troubleshooting skills
· Exceptional written and verbal communication skills, with the ability to example technical issues in layman’s terms.
· Highly organized and able to manage multiple tasks and support tickets efficiently in a fast-paced environment.
· Creative and open-minded, willing to explore innovative tools and solutions to improve IT support.
· Comfortable coordinating with external tech support teams to resolve system-specific issues.
· Legal authorization to work in the United States.
· Certifications Preferred: CompTIA A+ or other CompTIA certifications, Microsoft Certifications, or Google IT Support Professional Certificate.
