IT HelpDesk - PC Support

DOCTORS HEALTHCARE PLANS, INC. • Coral Gables, FL

1d

About The Position

The IT HelpDesk - PC Support specialist is the first point of contact for employees seeking technical assistance at Doctors HealthCare Plans. The role receives, logs and resolves service requests and incidents involving desktops, laptops, printers, mobile devices, user accounts and business applications, and escalates more complex issues to IT team members or third-party vendors.

Working with the IT team and staff across departments, the specialist sets up and maintains end-user equipment, supports employees joining or leaving the company, and keeps service tickets, asset records and documentation accurate and current. The role follows established procedures and uses sound judgment, patience and a customer-focused approach to help employees remain productive.

Requirements

• High school diploma or equivalent required.
• 1–3 years of help desk or desktop support experience.
• Troubleshooting and problem-solving skills.
• Clear verbal and written communication skills.
• Ticket management and prioritization experience.
• Documentation and organizational skills.
• Time management and ability to multitask.
• Teamwork and collaboration skills.
• Attention to detail and confidentiality.
• Experience with Windows 11.
• Proficiency with Microsoft 365 applications, including Outlook, Teams, OneDrive and SharePoint.
• Experience with Active Directory and Microsoft Entra ID user administration.
• Familiarity with KACE service desk and systems management.
• Knowledge of PC hardware, printers and peripherals.
• Basic networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi and VPN.
• Experience with remote support tools.
• Knowledge of standard concepts, practices and procedures within the field.
• Ability to lift and move computer equipment weighing up to 50 pounds.

Nice To Haves

• Associate's degree or technical certification in Information Technology or a related area.
• Help desk or desktop support experience in the healthcare industry or a related area.
• CompTIA A+ certification.

Responsibilities

• Respond to help desk requests through the ticketing system, phone, email and walk-up, resolving issues on first contact whenever possible.
• Log, prioritize, track and close tickets in the KACE service desk, maintaining complete and current status and resolution notes.
• Install, configure, image, upgrade and troubleshoot desktops, laptops, monitors, printers, scanners and peripherals.
• Install, update and support Windows and Microsoft 365 applications, including Outlook, Teams, OneDrive and other business software.
• Manage user accounts, password resets, group memberships and access requests in Active Directory and Microsoft 365.
• Set up workstations, equipment and system access for new hires, and recover equipment and remove access for departing employees.
• Support mobile devices, VPN and remote-access connections for employees working on site and remotely.
• Troubleshoot basic network connectivity, Wi-Fi and phone issues, and escalate infrastructure problems to the appropriate team.
• Escalate complex or unresolved issues to senior IT staff or vendors and follow up until resolution.
• Coordinate warranty repairs, hardware replacements and service calls with vendors.
• Create and maintain knowledge base articles, how-to guides and procedural documentation.
• Follow security, privacy and compliance requirements for protecting healthcare data, including HIPAA, and report suspected security incidents.
• Provide basic end-user training and guidance on hardware, software and security best practices.
• Communicate clearly and professionally with employees at all levels, including non-technical users.
• Multitask and change from one task to another without loss of efficiency or composure.
• Travel between company locations as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED