Help Desk Specialist
About The Position
The Help Desk Specialist provides first-level technical support to end-users across the organization. This entry-level IT support role is responsible for troubleshooting and resolving hardware, software, and network issues, ensuring timely issue resolution through proper documentation and escalation protocols. This position is ideal for individuals starting their careers in IT support who are looking to build hands-on experience in a healthcare IT environment. This role offers opportunities to grow within the IT department and learn enterprise tools, including Active Directory, Microsoft 365, and endpoint management systems.
Requirements
- Associate degree preferred; equivalent experience accepted
- Minimum of 1 year in a technical support or help desk environment
- Basic knowledge of IT environments, systems, and troubleshooting techniques
- Familiarity with Microsoft Windows, Office 365, and common enterprise applications
- Understanding of networking fundamentals, including TCP/IP and Wi-Fi
- Exposure to ticketing systems and remote support tools
Nice To Haves
- Experience with Apple products is preferred but not required
Responsibilities
- Provide exceptional customer service and technical assistance via phone, email, or ticketing system
- Troubleshoot hardware, software, and peripheral issues for desktops, laptops, mobile devices, and printers
- Set up, configure, and install computer hardware, software, and devices for new and existing employees
- Provide basic training to users and document solutions for recurring issues
- Create, modify, and deactivate user accounts in Active Directory, Microsoft 365, and other systems
- Assist with onboarding and offboarding processes to ensure timely access and compliance
- Troubleshoot basic network and internet connectivity issues
- Assist with printer network configuration and connectivity
- Escalate complex network issues to senior IT staff
- Log and track incidents using the IT ticketing system, ensuring timely resolution and communication
- Escalate unresolved or high-priority issues to appropriate IT personnel or vendors
- Maintain documentation for procedures and frequently asked questions
- Consistently meet individual performance expectations, response time requirements, and service level agreements (SLAs), including timely ticket acceptance, resolution, and escalation
- Participate in an on-call rotation as needed
- Support special IT projects and initiatives as directed
- Maintain scheduling flexibility to support operational hours and urgent requests
- Travel up to 20% to support field locations when necessary
Benefits
- Opportunity to advance to Help Desk Specialist II or other IT roles
- Access to training and certification programs (CompTIA, Microsoft, etc.)
- Exposure to healthcare IT systems, compliance requirements, and infrastructure
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
