Service Desk Technician I

Bridgeway Recovery (Bridgeway Community Health) • Salem, OR

2d • Onsite

About The Position

Bridgeway Community Health
is currently seeking a qualified
Service Desk Technician (onsite)
to join our Information Technology team!

Come join our elite team of professionals who all have a passion for seeing lives changed and relationships restored. Bridgeway is a new kind of healthcare organization providing holistic treatment through addiction recovery, problem gambling treatment, mental health therapy, and primary medical care.
This position is a limited-duration, benefits-eligible appointment needed during periods of increased IT workload related to system changes, infrastructure technology rollouts, and compliance-driven initiatives. The appointment is expected to last up to nine (9) months and will automatically conclude at the end of the term unless extended in writing.
Position Purpose
The onsite Service Desk Technician I is the first point of contact for employees across multiple Bridgeway office locations seeking information technology support and technical assistance. This position is responsible for responding to staff inquiries, providing guidance on IT related issues and ensuring that each request is directed and routed to the appropriate resources for resolution.
The person in this role provides Tier 1 troubleshooting for end-user devices, approved applications, printing, Microsoft 365/Teams, mobile devices, and A/V meeting technology. The technician logs and documents all work in the ticketing system, follows standards and knowledge articles, escalates when appropriate, and supports HIPAA/privacy requirements (including protection of PHI).

Requirements

• Associate's degree in IT/Computer Science (or related field) OR a combination of relevant education, training and experience.
• 1+ year of experience in a customer-facing IT support/service desk role preferred.
• Strong customer service and communication skills (verbal and written).
• Ability to document work clearly and thoroughly in a ticketing system.
• Ability to troubleshoot common desktop and application issues and work effectively under time pressure.
• Ability to maintain confidentiality and follow HIPAA/privacy requirements.
• Must be able to pass a pre-employment background check.

Nice To Haves

• ITIL Foundation
• Ivanti (ITSM)
• Proofpoint
• Microsoft 365
• CareLogic (EHR)
• Microsoft Teams

Responsibilities

• Provide high-quality customer service and professional support to staff.
• Log, categorize, prioritize, and document all incidents and requests in Ivanti (or assigned ticketing system).
• Troubleshoot and resolve common Tier 1 issues for: o Workstations/laptops and peripherals o Microsoft 365 and Teams o Printing and basic connectivity o Approved business applications (including support coordination for CareLogic as applicable) o Mobile device support (basic troubleshooting and secure connectivity per policy)
• Escalate complex issues to Tier 2/3 or vendors with clear troubleshooting notes and relevant details.
• Support endpoint setup/deployment and maintain accurate equipment and inventory records.
• Deliver new hire onboarding IT training (tools, basics, security expectations, and how to request support).
• Provide A/V and meeting support, including peak coverage for: o Monthly all-staff meetings o Community events where Bridgeway provides services offsite (setup/teardown and rapid troubleshooting)
• Follow Bridgeway security, privacy, and HIPAA requirements; promptly report suspected security incidents.
• Perform password resets only per policy and identity verification requirements (no access provisioning/permissions changes).

Benefits

• Paid Holidays
• Medical, Vision and Dental Coverage
• 5% employer match 401(k) Retirement Savings Plan (Pre & Post-Tax Options)
• Corporate Fitness Membership subsidy
• Employer-Sponsored Life, Accidental Death, Critical Illness, Long-Term Disability Coverage
• Generous Paid Time Off (PTO) Plan
• Health Savings Accounts
• Flexible Spending Accounts
• Internal Growth Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree