Help Desk Administrator I

Horizon Health Services • Town of Amherst, NY

55d • $19 - $21 • Onsite

About The Position

This role serves as the initial point of contact for technical issues within the IT Service Request (Help Desk) portal, addressing problems with computers, EHR systems, and peripheral devices. The position involves resolving issues related to Microsoft applications, operating systems, and Cerner clinical platforms during standard business hours and participating in on-call rotations. The Help Desk Administrator will also act as a second-level support, diagnosing and resolving IT infrastructure and EHR-related application issues in collaboration with the Help Desk Team Lead and IT Operations Manager. Responsibilities include responding to system alerts, administering user accounts, overseeing hardware support, maintaining VOIP systems and backup procedures, utilizing Microsoft cloud tools, maintaining system documentation, communicating IT updates, ensuring data confidentiality, managing IT inventory, and providing on-site support across multiple locations. The role also requires participation in scheduled off-hours maintenance and 24x7 support rotations.

Requirements

• Bachelor’s degree in CIS, MIS, IT or related degree required.
• One year of relevant work experience OR a relevant Certification.
• Ability to work independently, multi-task, and ability to work within a team.
• Exceptional customer services skills.
• Has a valid Driver’s license and access to a vehicle.
• Flexibility to travel to different Horizon locations.

Responsibilities

• Serve as the initial contact for technical issues through the IT Service Request (Help Desk) portal, including computers, EHR systems, and peripheral devices.
• Resolve issues related to Microsoft applications, operating systems, and Cerner clinical platforms during standard business hours and on-call rotations.
• Work with the Help Desk Team Lead & IT Operations Manager as a second level in diagnosing and resolving IT infrastructure and EHR-related application issues.
• Respond to daily system alerts and notifications using remote monitoring tools (e.g., disk space, hardware utilization, Infrastructure up time, NOC monitoring).
• Administer user accounts in Active Directory/3rd party portals and clinical applications based on defined procedures, including permission adjustments and account lifecycle management.
• Oversee hardware support including desktops, servers, cable management, printers, copiers, and fax machines.
• Maintain corporate VOIP systems, backup procedures, and presentation technologies (projectors, A/V equipment).
• Use Microsoft cloud tools to assist in user requests and provide proper access control.
• Maintain system documentation, including end-user guides and training materials.
• Communicate IT updates and maintenance notices to end users in a timely and professional manner.
• Ensure strict confidentiality of all data and systems accessed in the course of support work.
• Ensure that IT inventory is accounted and deployed properly. Facilitating in proper Inventory of IT related hardware equipment using a tracking system.
• Demonstrate strong diagnostic and troubleshooting abilities across hardware, software, and access issues.
• Effectively communicate technical issues to users, vendors, and management.
• Exhibit strong interpersonal and presentation skills, capable of working directly with executive leadership and external partners.
• Maintain a learning mindset toward healthcare IT systems, software solutions, and evolving technologies.
• Provide on-site support across multiple Horizon locations when needed.
• Participate in scheduled off-hours maintenance activities for servers, network infrastructure, and managed solutions.
• Engage in scheduled 24x7 supports rotations as part of the IT team's operational coverage.

Benefits

• 401(k) AND profit-sharing programs
• Student Loan Assistance
• Paid time off
• Paid holidays
• 10% discount on tuition through a partnership with Capella University for employees and their families

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level