IT Help Desk Representative

Valley Health Systems•Barboursville, WV

About The Position

The IT Help Desk Representative provides frontline technical support to users across clinics, departments, and administrative functions. The role resolves day-to-day technical issues, documents work clearly, escalates issues when needed, and maintains a strong standard of service. The representative supports end users, workstations, applications, devices, and basic connectivity; assists field technicians; and follows organizational procedures and HIPAA and data-handling requirements. The position follows a Monday–Friday, 8:00 a.m.–4:30 p.m. schedule, with possible Saturday or Sunday on-call work. Some local travel between sites may be required. The representative may also provide after-hours support when scheduled or when operational needs or emergencies require it.

Requirements

High school diploma or GED required.
1–2 years of experience in a technical support, help desk, or customer service role.
Familiarity with Windows and/or macOS operating systems and common software applications.
Basic understanding of network connectivity, hardware troubleshooting, and system configuration.
Experience using ticketing systems such as ServiceNow, Zendesk, or similar.
Excellent customer service and communication skills, including the ability to explain technical information to non-technical users.
Ability to work under pressure and meet deadlines while maintaining a positive attitude and exemplary customer service.
Ability to work independently and complete assignments within provided instructions, routines, and standard practices.
Ability to sit for extended periods while handling calls and working at a computer.
Frequent use of a keyboard, mouse, and headset.
Ability to lift, carry, and move equipment weighing up to 50 lbs.
Visual acuity to read electronic displays, schematics, and technical documentation.
Some local travel between sites using personal or company-provided transportation.
Valid driver’s license and ability to maintain insurability under company policy.
Ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment.
May need to provide after-hours, weekend, or on-call support based on operational needs or emergencies.

Nice To Haves

Associate’s degree in Information Technology, Computer Science, or a related field.
Industry certifications such as CompTIA A+, Microsoft 365 Fundamentals, or ITIL Foundation.
Experience providing remote support using remote desktop tools.

Responsibilities

Respond to support tickets by phone, email, or ticketing system.
Troubleshoot Windows and Office issues; desktop and virtualization logins, sessions, MFA, and performance; printing; basic hardware; Wi-Fi and LAN connectivity; switch ports; DHCP/DNS basics; phone systems; and other assigned software or hardware issues.
Perform account lockouts, password resets, and user unlocks.
Provide end-user training during onboarding or role changes.
Image and deploy computers according to organizational standards.
Maintain workstation asset records and location tracking.
Monitor daily backup reports and escalate issues as needed.
Support and maintain applications and third-party tools.
Contact vendors, including EHR/PM support, phone providers, and ISPs, to resolve or escalate issues.
Document support activities, steps taken, resolution status, and follow-up actions in the ticketing system.
Write or contribute to knowledge base articles and troubleshooting guides, and update SOPs based on real-world problem solving.
Provide feedback to the IT Services Lead when processes are unclear or outdated.
Maintain compliance with HIPAA, organizational data-handling standards, and company policies and procedures.
Participate in scheduled on-call or after-hours support rotations.
Prepare equipment and assist Field Techs with on-site visits when needed.
Attend cross-training sessions and share knowledge with teammates.
Communicate recurring issues or gaps to the IT Services Lead.
Collect user name, site or department, phone extension or contact number, PC name or IP address, detailed issue description, and attempted resolutions before escalating tickets.
Escalate issues that exceed technical scope or access, affect multiple users or systems, impact patient care or core operations, persist beyond expected resolution times, or require backend configuration or administrator access.
Perform other duties as assigned.