Helpdesk Technician I

Therapeutic Associates Physical Therapy•Tigard, OR

2d•Hybrid

About The Position

The Level 1 Helpdesk Technician is a frontline member of the support team. This role provides first-line technical support to clinic and corporate staff, resolves common issues, and escalates more complex problems to L2/L3. The L1 focuses on strong customer service, accurate ticket documentation, and consistent execution of standard processes across devices, accounts, and voice services. This position may include occasional onsite clinic support for scheduled visits.

Requirements

2+ years in helpdesk, customer support, or a related technical role (or equivalent education/experience).
2+ years of experience with Windows 11 basics (user profiles, printers, browsers, basic troubleshooting).
1+ years of experience with MFAs and willingness to learn Okta or comparable IdP and SSO troubleshooting.
1+ years of experience gathering troubleshooting information for networking fundamentals (TCP/IP, DHCP, DNS).
1+ years of experience using a ticketing system (Atera, ServiceNow, or similar) with attention to documentation and follow-up.
Excellent written and verbal communication tailored to clinical staff and leadership.

Nice To Haves

Experience with Intune and MDM for Windows and iOS fleet management.
Basic familiarity with Unifi switching or onsite troubleshooting in multi-site environments.
Familiarity with Ingenico and Elavon payment ecosystem.
Basic familiarity with SharePoint and Teams administration.

Responsibilities

Triage incoming requests, prioritize appropriately, and resolve common issues; escalate when needed.
Provide basic troubleshooting for identity, endpoint, network connectivity, and voice issues using runbooks.
Maintain clean ticket hygiene in Atera with correct categories, tags, priorities, and documentation.
Assist users with Okta and Microsoft MFA enrollment and sign-in troubleshooting across Athena, MedBridge, M365, Dayforce, RingCentral, VPN, and internal apps.
Execute standard user provisioning and deprovisioning steps under documented procedures; flag high-risk scenarios for escalation.
Set up and support laptops, desktops, shared workstations, and iPads for front desk and clinical workflows.
Perform basic device enrollment steps for MDM/Intune as applicable and verify baseline settings are applied.
Assist with scheduled onsite tasks (hardware swaps, UPS replacement, closet cleanup) following established plans and checklists.
Contribute to KB articles, quick guides, and user-facing SOPs by documenting common fixes and feedback.
Collaborate with teammates and accept coaching to improve troubleshooting, ticket quality, and customer communication.
Additional responsibilities as directed by leadership.