IT HELP DESK ADMINISTRATOR
About The Position
The IT Helpdesk Administrator is the first point of contact for technical support across StrideCare’s growing clinic network. This foundational role is intended for someone early in their IT career who has a strong technical base and a commitment to learning. The administrator resolves day-to-day end-user issues, supports standard platforms and devices, and works closely with the infrastructure team, with opportunities to take on greater responsibility over time. The position provides support through phone, email, a ticketing system, and in person; configures and maintains end-user devices; supports Microsoft 365 and other standard StrideCare platforms; and helps onboard newly acquired practices. The administrator documents and follows up on support cases, participates in assigned IT projects, and follows HIPAA regulations and security policies to protect patient confidentiality and data.
Requirements
- Foundational understanding of computer hardware, software, and basic networking concepts.
- Technical aptitude and commitment to developing IT skills through education, certifications, or hands-on experience.
- Familiarity with Windows operating systems and Microsoft Office applications, including Outlook, Word, Excel, Teams, and OneDrive.
- Strong customer service skills and ability to support users with varying levels of technical proficiency.
- Clear written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong work ethic and ability to take ownership of assigned tasks with minimal supervision.
- Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience.
- Ability to sit for extended periods while working at a computer.
- Manual dexterity to operate office equipment.
- Availability to travel up to 25%, primarily to East Coast and Southern markets, with additional travel as the company expands.
Nice To Haves
- Exposure to Microsoft 365 administration, including Entra ID, Exchange Online, SharePoint, Teams, and Intune.
- Experience troubleshooting computer hardware, printers, and network connectivity.
- Familiarity with help desk ticketing systems such as ManageEngine ServiceDesk Plus and with ITIL practices.
- Exposure to RMM tools, MDM/Intune, remote support, or UCaaS platforms such as RingCentral, Zoom Phone, 8x8, or Vonage.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft fundamentals.
Responsibilities
- Respond to staff support requests via phone, email, ticketing system, and in person in a timely and professional manner.
- Diagnose and troubleshoot hardware, software, networking, and user-account issues, escalating complex problems as needed.
- Set up, configure, and maintain laptops, desktops, printers, and mobile devices.
- Manage user accounts, licensing, and access in Microsoft 365, including Entra ID, Exchange Online, SharePoint, Teams, and OneDrive, under senior staff guidance.
- Support Windows 11, Microsoft 365, Intune, and RingCentral phones.
- Assist with onboarding newly acquired practices, including imaging and deploying devices, provisioning users, and supporting on-site cutovers.
- Document issues, resolutions, and procedures in the ticketing system and internal knowledge bases.
- Follow up with staff to confirm issues are resolved before closing tickets.
- Participate in assigned IT projects and initiatives.
- Follow HIPAA regulations and security policies to maintain patient confidentiality and data security.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
