Help Desk Support Specialist

Insight Global; Stillwater (OK); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Gas reimbursement

Job summary

Insight Global is hiring a Tier 1 Help Desk Technician to serve as the first point of contact for end users in a healthcare environment in Stillwater, Oklahoma. You will troubleshoot hardware, software, and account issues, supporting Office 365, Active Directory, EMR apps, and virtual desktops.

Ideal candidates have 1+ year of help desk experience, strong communication skills, and familiarity with ticketing systems. Gas reimbursement is provided for travel-related expenses beyond 30 miles.

Qualifications

• 1+ years of Help Desk, Technical Support, or IT Customer Service experience.
• Familiarity with Active Directory user management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience working within a ticketing system like Desk Pro or Service Now and documenting support activities.

Responsibilities

• Serve as the first line of support for IT-related issues via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to Microsoft Office 365, Active Directory, Imprivata, EMR applications, and virtual desktop environments.
• Create, modify, and disable user accounts, passwords, and permissions within Active Directory.
• Assist healthcare staff with EMR access, login issues, and basic application support.
• Support VMware virtual environments and troubleshoot end-user connectivity issues.
• Prioritize incoming incidents and service requests based on business impact and urgency.
• Properly document all troubleshooting steps, resolutions, and escalations within the ticketing system.
• Escalate unresolved issues to Tier 2 or specialized support teams when appropriate.
• Maintain a high level of customer service while supporting clinical and administrative staff.
• Follow established IT processes, security policies, and compliance requirements.

Skills

Active Directory management

Customer service

Troubleshooting

Communication

Tools

Desk Pro

ServiceNow

VMware

Job description

Job Description Insight Global is seeking a Tier 1 Help Desk Technicians to support IT operations. These individuals will serve as the first point of contact for end users experiencing technical issues and will provide exceptional customer service while troubleshooting hardware, software, and account-related concerns. The ideal candidate is customer-focused, organized, and able to work in a fast-paced healthcare environment while effectively prioritizing and escalating issues when necessary.

Gas Reembursement

• Will pay a gas reembusrment of $0.76/mile outside of 30 miles!

Responsibilities

• Serve as the first line of support for IT-related issues via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to Microsoft Office 365, Active Directory, Imprivata, EMR applications, and virtual desktop environments.
• Create, modify, and disable user accounts, passwords, and permissions within Active Directory.
• Assist healthcare staff with EMR access, login issues, and basic application support.
• Support VMware virtual environments and troubleshoot end-user connectivity issues.
• Prioritize incoming incidents and service requests based on business impact and urgency.
• Properly document all troubleshooting steps, resolutions, and escalations within the ticketing system.
• Escalate unresolved issues to Tier 2 or specialized support teams when appropriate.
• Maintain a high level of customer service while supporting clinical and administrative staff.
• Follow established IT processes, security policies, and compliance requirements.

Required Qualifications

• 1+ years of Help Desk, Technical Support, or IT Customer Service experience.
• Familiarity with Active Directory user management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience working within a ticketing system like Desk Pro or Service Now and documenting support activities.
• Ability to multitask, prioritize, and manage multiple support requests.

Preferred Qualifications

• Experience supporting EMR/EHR systems in a healthcare environment.
• Knowledge of Imprivata.
• Exposure to VMware environments.
• Previous experience supporting hospital or healthcare organizations.