Help Desk Technician

Urology of Virginia•Virginia Beach, VA

About The Position

Urology of Virginia is seeking a hands-on Help Desk Technician to support the technology used by its clinical and administrative teams. The role provides frontline technical assistance in a fast-moving specialty healthcare practice and is suited to someone who enjoys helping users, troubleshooting methodically, documenting issues, and building a foundation in healthcare IT. The technician handles support requests and incidents involving computers, applications, accounts, printers, scanners, phones, mobile devices, and connectivity. The role also supports Windows devices and peripherals, user onboarding and offboarding, account and device administration, equipment inventory, and technology projects. The technician is expected to protect confidential information, follow HIPAA and organizational security practices, maintain clear documentation, and escalate issues that could affect security or clinical operations. The position may include after-hours or on-call support when scheduled and travel between supported locations. Compensation is $20.00–$24.00. Benefits include medical, dental, and vision insurance; a 401(k) with profit sharing; paid time off and holidays; an Employee Assistance Program; and professional development opportunities.

Requirements

One to three years of help desk, desktop support, technical support, or related hands-on experience; equivalent education and practical experience may be considered.
Working knowledge of Windows 11, Microsoft 365 applications, desktop and laptop hardware, mobile devices, printers, scanners, and common peripherals.
Experience working in a ticketing system with accurate time entry and clear technical documentation.
Exposure to Entra ID, Microsoft Intune, Windows Autopilot, Exchange Online, Teams, SharePoint, or OneDrive.
Basic hands-on familiarity with Active Directory user and computer administration.
Foundational networking knowledge, including IP addressing, DNS, DHCP, Wi-Fi, and connectivity troubleshooting.
Strong customer service, organization, troubleshooting, and written and verbal communication skills.
Judgment to manage multiple priorities, follow established procedures, protect confidential information, and escalate appropriately.
Ability to travel between supported locations and perform routine equipment installation, movement, and replacement tasks.

Nice To Haves

Experience supporting healthcare, clinical workflows, or another regulated environment.
Familiarity with EHR, imaging, laboratory, patient communication, telephony, or other healthcare technology systems.
CompTIA A+, Network+, Microsoft fundamentals, or another relevant certification completed or in progress.
A track record of learning independently, improving documentation, and looking beyond the immediate ticket.

Responsibilities

Respond to calls, emails, portal requests, and other authorized requests for technical assistance.
Triage and resolve incidents involving computers, applications, logins, printers, scanners, phones, mobile devices, and connectivity.
Own assigned tickets through resolution or appropriate escalation, providing timely updates and professional follow-through.
Accurately document troubleshooting steps, time, user communication, equipment details, and resolutions.
Recognize and promptly escalate outages, security concerns, recurring issues, and problems that may affect clinical operations.
Install, configure, maintain, replace, and troubleshoot Windows workstations, laptops, mobile devices, and peripherals.
Assist with workstation deployments, employee onboarding and offboarding, office moves, equipment swaps, and technology rollouts.
Perform assigned account and device administration in Active Directory, Entra ID, and Microsoft 365 using approved procedures.
Help users with passwords, multifactor authentication, Microsoft 365 applications, and approved application access.
Maintain accurate asset records and support equipment inventory, loaners, shipping, receiving, repairs, warranty claims, and returns.
Create and improve knowledge articles, setup instructions, troubleshooting guides, and standard operating procedures.
Protect confidential information and follow HIPAA, organizational security standards, and least-privilege practices.
Recognize and report suspected phishing, malware, unauthorized access, or possible data exposure.
Coordinate with internal IT staff, the managed service provider, application owners, and technology vendors.
Participate in projects, testing, user education, and after-hours or on-call support when scheduled.
Travel between supported locations and perform routine equipment installation, movement, and replacement tasks.