Help Desk Technician

Vertical Health Services•Kansas City, MO

79d•Hybrid

About The Position

The Help Desk Technician serves as the primary point of contact for IT support across Vertical Health Services’ skilled nursing facilities. This role provides timely troubleshooting and technical assistance for hardware, software, network, and peripheral issues while maintaining strict compliance with healthcare regulations, including HIPAA. This position supports both remote and onsite users, escalates complex technical issues as needed, and contributes to the overall stability and efficiency of IT operations in a fast-paced healthcare environment. The role includes participation in a rotating after-hours support schedule and regular site visits to provide hands-on technical assistance. The ideal candidate will be eager to learn new skills, adapt to evolving technologies, and collaborate effectively within a team environment.

Requirements

1–3 years of IT support experience (healthcare experience preferred).
Experience supporting Windows, macOS, and Microsoft 365 environments.
Hands-on experience with computer hardware troubleshooting and repair.
Strong customer service and communication skills.
Valid driver’s license and ability to travel between facilities.
Ability to lift and carry equipment up to 40 pounds.
Understanding of HIPAA regulations and protection of PHI.

Nice To Haves

Associate or bachelor’s degree in Information Technology or related field, or equivalent experience.
Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals.
Experience working in a Help desk setting within a healthcare organization.
Experience using ticketing systems and remote support tools.

Responsibilities

Serve as the primary point of contact for IT support requests via phone, email, ticketing system, and in-person support.
Diagnose and resolve issues related to desktops, laptops, mobile devices, operating systems, and other IT equipment.
Perform light hardware repairs, including component replacement, peripheral installation, system imaging, and basic upgrades.
Support printers, scanners, VoIP phones, and other network-connected devices.
Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.
Provide support for Microsoft 365 services, including user account setup, password resets, Teams, SharePoint, OneDrive, and mailbox troubleshooting.
Assist users with email, collaboration, and productivity tools.
Install, configure, and update approved applications.
Assist with troubleshooting wired and wireless network connectivity issues.
Support deployment, configuration, and on-boarding of new devices.
Assist with endpoint protection, patch management, and basic malware remediation.
Escalate unresolved or complex issues to senior IT staff or appropriate third-party vendors.
Communicate clearly and professionally with clinical and administrative teams.
Participate in root cause analysis to identify and prevent recurring issues.
Maintain and update IT documentation, standard operating procedures (SOPs), and user guides.
Provide basic end-user training and guidance on IT systems and best practices.
Track and manage IT hardware and software inventory.