Customer-Focused IT Help Desk Technician

ACH Child and Family Services; Allen (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

ACH Child and Family Services is seeking an IT Helpdesk Specialist to provide technical assistance for computer systems, software, and hardware. You will handle requests via phone, email, or in person, document tickets, and escalate complex issues while maintaining HIPAA awareness.

The role requires CompTIA A+ or equivalent certifications, a bachelor’s degree or 3+ years of related experience, and experience with MS Office and EHR software.

Qualifications

• Bachelor's degree or 3+ years work experience in a related role preferred.
• CompTIA A+ or other relevant IT certifications required.
• Experience in working with non-profit preferred.
• CompTia A+ required within 60 days of employment.

Responsibilities

• Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person).
• Document all requests within an electronic system to track tickets.
• Triage customer need, providing immediate support for routine requests and escalating more complex needs to the appropriate vendor or internal resource.
• Escalate high-priority requests appropriately.
• Proactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolved.

Skills

Customer service

Helpdesk

MS Office

Active Directory

Windows OS

Education

Bachelor's degree or 3+ years experience

CompTIA A+ or IT certification

Tools

Active Directory

Exchange

Ticketing system

EHR software

Job description

ACH Child and Family Services is seeking an IT Helpdesk Specialist to provide technical assistance for computer systems, software, and hardware. You will handle requests via phone, email, or in person, document tickets, and escalate complex issues while maintaining HIPAA awareness.

The role requires CompTIA A+ or equivalent certifications, a bachelor’s degree or 3+ years of related experience, and experience with MS Office and EHR software.