Help Desk Technician
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 support in a fast-moving specialty healthcare practice, helping coworkers resolve issues that affect scheduling, documentation, communication, information processing, and daily operations. The technician is expected to troubleshoot methodically, keep users informed, document work accurately, identify recurring issues, and escalate concerns appropriately. The position supports Windows computers, mobile devices, peripherals, user accounts, Microsoft 365, and connectivity. It also contributes to device deployments, employee onboarding and offboarding, equipment inventory, technical documentation, security practices, and IT projects. The technician coordinates with internal IT, a managed service provider, application owners, and vendors, and may participate in scheduled after-hours or on-call support.
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 proper 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.
Benefits
- Medical, dental, and vision insurance
- 401(k) with Profit Sharing
- Paid time off and paid holidays
- Employee Assistance Program (EAP)
- Professional development opportunities
- Supportive and collaborative work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
