Helpdesk Technician

Caron Treatment Centers- Career•Wernersville, PA

2d•Onsite

About The Position

The Helpdesk Technician is responsible for providing first-level technical support and customer service to employees and authorized users across the organization. This position supports the daily operation, maintenance, troubleshooting, and deployment of end-user technology including computers, mobile devices, phones, printers, A/V systems, and related technologies. The Helpdesk Technician serves as a primary point of contact for technical incidents and service requests, ensuring issues are properly documented, resolved, or escalated in a timely and professional manner. This role also assists with cybersecurity awareness, infrastructure monitoring, inventory management, technical documentation, and operational support activities to help maintain reliable technology services, business continuity, and a positive end-user experience throughout the organization.

Requirements

High School diploma required.
At least a two-year associate’s degree in Computer Science is preferred; however, a technical certification or job experience may be substituted for education.
1 year of hands-on experience working as a Help Desk technician is preferred.
CompTIA A+ certification preferred, Required within a year of employment.
Experience working with hardware and software in a networked environment is preferred.
If in recovery, one year of continuous sobriety preferred.
Thorough knowledge of Microsoft Windows and Microsoft Office.
Knowledge of basic computer hardware, basic network skills, network security, and A/V Systems.
Must be committed to providing outstanding customer service.
Excellent verbal and written skills are required.
Must be able to work independently or as a member of an interactive team.
Must be able to conduct him/herself in a professional manner.
Must have an ability to organize workloads based on internal and external goals and objectives.

Nice To Haves

At least a two-year associate’s degree in Computer Science is preferred.
1 year of hands-on experience working as a Help Desk technician is preferred.
CompTIA A+ certification preferred.
Experience working with hardware and software in a networked environment is preferred.
If in recovery, one year of continuous sobriety preferred.

Responsibilities

Provide first-level technical support by answering, troubleshooting, resolving, and/or escalating IMS support requests received via phone calls and the IMS ticketing system in accordance with departmental policies and service standards to ensure timely restoration of business operations and end-user productivity.
Accurately gather, document, prioritize, and track all incidents, service requests, troubleshooting steps, user interactions, communications, and resolutions within the ITMS platform to ensure effective issue tracking, communication, accountability, and knowledge retention.
Maintain awareness of cybersecurity best practices while understanding and complying with organizational and departmental security standards, policies, and procedures by properly identifying, documenting, reporting, and escalating suspicious activity, phishing attempts, security concerns, policy violations, and other potential cybersecurity risks to help protect organization.
Identify issues requiring advanced technical intervention and properly escalate tickets to Helpdesk Technician II staff, including your supervisor when necessary, while providing complete documentation, troubleshooting history, and relevant communication to support efficient resolution.
Configure, deploy, maintain, troubleshoot, and support end-user technologies including, but not limited to, Windows workstations, laptops, IP phones, printers, wireless devices, A/V systems, cable television systems, corporate-owned patient devices, approved personal devices, and other technologies utilized throughout the organization.
Provide hardware and software support, end-user orientation, and basic technology training to employees and authorized users to improve user adoption, operational effectiveness, and overall customer experience.
Participate in proactive infrastructure monitoring, routine operational system checks, and preventative maintenance activities while documenting identified issues and escalating items requiring additional technical intervention to help maintain system reliability and uptime.
Create, update, and maintain technical documentation, knowledge base articles, and support procedures for internally and externally developed applications, systems, and operational processes to promote consistency and improve support efficiency.
Maintain accurate inventory records and lifecycle tracking for all IMS-managed hardware, software, peripherals, and related technology assets to support operational planning, compliance, and asset accountability.
Assist with the delivery, setup, operation, support, retrieval, and maintenance of technology equipment utilized for internal and external meetings, conferences, presentations, and organizational events, including laptops, projectors, televisions, sound systems, and other A/V technologies.
Participate in the departmental afterhours support and on-call rotation process as defined by departmental policies and procedures.
Support organizational communication and operational continuity by assisting with urgent technology incidents, outages, and service-impacting events during regular operations as required.
Assist IMS staff with administrative, operational, and departmental support duties as assigned to help ensure efficient day-to-day operations and successful completion of departmental initiatives.