Help Desk Technician

Jobtailor

Lancaster (OH)

On-site

USD 42,000 - 59,000

Full time

14 days+

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Job summary

Jobtailor is seeking a skilled IT Helpdesk Technician to provide first-line technical support for ISBH systems in a Windows environment. You will handle account management, software deployment, and device provisioning for new hires and refresh cycles.

The role emphasizes strong customer service, clear communication, and the ability to troubleshoot across in-person, phone, and remote channels, with an eye for efficient issue resolution.

Qualifications

Associates degree or technical/ vocational IT training.
A+ certification required.
Minimum 3 years in a helpdesk or technology role in Windows environments.
Healthcare IT experience preferred.
Excellent customer service and communication skills.

Responsibilities

Provide first-level technical troubleshooting via phone, chat, or in person.
Resolve or escalate tickets to ensure timely, user-friendly support.
Manage user accounts: reset passwords, unlock, create, modify groups.
Document interactions in the help desk system and follow up for satisfaction.
Install, test, and configure software for end users; perform preventative maintenance.
Build and rebuild endpoint devices for new hires and refresh cycles.

Skills

A+ Certification

Customer Service

Desktop Troubleshooting

Networking Basics

Windows Support

Education

Associates Degree in IT-related Field

Electronic Certification (A+)

Tools

Helpdesk Ticketing System

Remote Communication Tools

Job description

Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools, as well as in person.
Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner.
Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues.
Research and resolve all assigned technical issues in a timely and efficient manner, and/or elevate the issue to tier 2 support as appropriate.
Appropriately document all customer interactions within each assigned help desk ticket.
Installs, updates, tests, and configures software components for end users as necessary.
Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues.
Test fixes to technical issues to ensure problem resolution and customer satisfaction.
Perform ongoing preventative maintenance on endpoint devices as required.
Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles.
Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution.
Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles.
Work on special IT or technology projects as assigned.
Log all support calls and interactions into the helpdesk ticketing system.
Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary.
Follow up with end users post ticket resolution to help ensure customer satisfaction.
Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur.
Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks.

Requirements

Associates degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required.
A+ certification required
At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
One year of experience in a Healthcare IT setting preferred.
Excellent customer service and communication skills.
In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting.
Basic knowledge of networking principals including configuration of network routing and firewall rules.
In-depth knowledge of Microsoft Windows and network security.
In-depth knowledge of Microsoft 365 and cloud computing environment.
Basic knowledge of installation and management of software (updates, tools, etc.).
In-depth experience providing customer service support via in-person, phone or remote means.
Experience with mobile device management.
In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
Working knowledge of wireless networking required.
Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams.
Strong organizational skills and the ability to manage multiple tasks and priorities.
Ability to work collaboratively as part of a multidisciplinary team.

Core Competencies

Demonstrates expertise in technical troubleshooting, account management, and customer service within a Microsoft Windows-based environment. Proficient in desktop support, network security, and software installation, with a strong focus on customer satisfaction and effective communication.

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