IT HelpDesk - PC Support

Doctors Healthcare Plans • Miami, 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, escalating more complex issues to appropriate IT staff or third-party vendors. Working with the IT team and employees across departments, the specialist sets up and maintains end-user equipment, supports employee onboarding and departures, and keeps service tickets, asset records, and documentation current. The role follows established procedures and uses good judgment, patience, and a customer-focused approach to help employees remain productive.

The position requires clear and professional communication with employees at all levels, including non-technical users, as well as the ability to multitask and adapt while maintaining efficiency and composure. The specialist must follow security, privacy, and compliance requirements for healthcare data, including HIPAA, and report suspected security incidents. The description is general and not all-inclusive; duties and information may change at the company’s or clients’ discretion. No third-party agencies or submissions will be accepted.

Requirements

• High school diploma or equivalent required.
• 1–3 years of help desk or desktop support experience; experience in healthcare or a related area is desirable but not stated as mandatory.
• 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.
• Ability to travel between company locations as needed.

Nice To Haves

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

Responsibilities

• Respond to help desk requests through the ticketing system, phone, email, and walk-up support, resolving issues on first contact whenever possible.
• Log, prioritize, track, and close tickets in the KACE service desk, keeping ticket status and resolution notes complete and current.
• 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; recover equipment and remove access for departing employees.
• Support mobile devices, VPN, and remote-access connections for employees working onsite 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