Technology Helpdesk Associate

CareAbout

1d•Onsite

About The Position

The Technology Helpdesk Associate serves as the first point of contact for technical support within the healthcare organization. This role is responsible for receiving, documenting, troubleshooting, and resolving end-user technical inquiries related to computer systems, applications, and related technologies. The ideal candidate demonstrates strong customer service skills, technical aptitude, and the ability to operate effectively in a fast-paced, patient-centered environment while maintaining confidentiality and compliance standards.

Requirements

Minimum of two (2) years of related helpdesk, technical support, or customer service experience, or an equivalent combination of education and experience.
Demonstrated commitment to delivering exceptional customer service.
Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical users.
Proficiency with required computer systems and applications, including but not limited to Active Directory, O365, Azure and Intune.
Strong organizational skills with the ability to manage competing priorities and workflow effectively.
High attention to detail and accuracy in documentation.
Ability to work independently while also collaborating effectively within cross-functional teams.
Ability to follow written and verbal instructions with consistency and reliability.
Flexibility and adaptability in a constantly evolving healthcare and technology environment.
Ability to communicate professionally with individuals at all levels of the organization and from diverse backgrounds.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Nice To Haves

Bilingual skills are a plus.

Responsibilities

Answer incoming customer and end-user support calls in a courteous, professional, and timely manner.
Assist users with questions related to system installation, configuration, usage, and implementation.
Respond to, investigate, and resolve technical inquiries, concerns, and issues via phone, email, and other communication channels.
Provide accurate technical and product-related information aligned with organizational standards and healthcare workflows.
Research, document, and resolve customer complaints and billing-related technical issues when applicable.
Obtain and document customer feedback to support continuous improvement initiatives.
Clearly communicate recurring issues, risks, and trends to internal IT and operational teams.
Accurately document all interactions, actions taken, and resolutions in the designated ticketing or customer database.
Organize and maintain electronic and physical records, files, and correspondence.
Maintain a working knowledge of supported systems, applications, and services, including healthcare-specific platforms.
Prepare reports, summaries, and correspondence as requested by management.
Perform other related duties as assigned to support departmental and organizational objectives.