IT Help Desk Representative

Valley Health Systems Inc•Barboursville, WV

About The Position

The IT Help Desk Representative is part of the frontline IT support team, providing reliable 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 high standard of service. The representative supports end users, workstation systems and software, asset records, backups, vendors, and internal documentation. The role also supports field technicians, participates in cross-training, and helps maintain compliance with HIPAA and organizational policies. Work hours are Monday through Friday, 8:00 a.m. to 4:30 p.m.; Saturday or Sunday on-call work may be possible.

Requirements

High school diploma or GED required.
One to two 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 support non-technical users and explain technical information to them.
Ability to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.
Ability to work independently and complete assignments within given instructions, prescribed routines, and standard accepted practices.
Ability to sit for extended periods while handling calls and working on a computer.
Frequent use of a keyboard, mouse, and headset for communication and troubleshooting.
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.
May need to provide after-hours, weekend, or on-call support based on operational needs or emergencies.
Ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment.

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 applications; desktop and virtualization login, session, MFA, and performance issues; printing; basic hardware; networking; phone systems; and other assigned software or hardware issues.
Perform account lockouts, password resets, and user unlocks.
Provide end-user training for new staff during onboarding or role changes, and maintain a positive and helpful tone in user interactions.
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, for resolution or escalation.
Document support activities, steps taken, resolution status, and follow-up actions in the ticketing system.
Write or contribute to internal knowledge base articles and troubleshooting guides, and update SOPs and guides 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, company policies, and procedures.
Participate in on-call or after-hours support rotations when scheduled.
Support Field Techs by preparing equipment and assisting 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 for review.
Promote organization, consistency, and professionalism in IT service delivery.
Collect and include required user, site or department, contact, PC or IP, issue, and troubleshooting details 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-level access.
Perform other duties as assigned.