Help Desk Technician

Jobtailor; McArthur Township (OH); On-site; USD 48,000 - 68,000; Full time

Job summary

Jobtailor seeks an IT Helpdesk Specialist in Ohio to provide first‑level troubleshooting for ISBH IT systems. The role involves remote and in‑person support across offices, account management, and documenting interactions in the ticketing system.

Responsibilities include software installation, device maintenance, virus removal, and user training. Travel is required to service multiple locations; strong customer service and Windows expertise are essential.

Qualifications

• Associates degree in an IT-related field or equivalent IT certification required.
• A+ certification required.
• At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
• Healthcare IT experience preferred.

Responsibilities

• Provide first-level technical troubleshooting support to resolve ISBH IT issues via telephone, chat, remote communication tools, and in person.
• Ensure all assigned tickets are resolved efficiently, timely, and with customer-friendly service.
• Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating/deleting accounts, and troubleshooting issues.
• Research and resolve all assigned technical issues, escalating to tier 2 where appropriate.
• Document all customer interactions within each help desk ticket.
• Install, update, test, and configure software components for end users.
• Apply diagnostic tools and experience to aid troubleshooting and resolution.
• Test fixes to ensure problem resolution and customer satisfaction.
• Perform ongoing preventative maintenance on endpoint devices.
• Build new endpoint devices for new hires and refresh cycles; rebuild devices as necessary.
• Wipe endpoint devices following procedures for device recycling or refresh cycles.
• Travel to offices throughout the service area is required.
• Provide technical training on ISBH systems for staff, including orientation and new systems rollout.
• Follow up with end users post-resolution to ensure satisfaction.
• Maintain IT inventory documentation and update systems accordingly.
• Remove viruses/infected files and communicate risks to staff.
• Adhere to the ISBH Confidentiality Policy.
• Participate in New-Hire Orientation as needed.
• Other technology projects and tasks as assigned by supervisor.

Skills

Technical Troubleshooting

Account Management

Desktop Support

Network Security

Software Installation

Mobile Device Management

PC Configuration

Virus Removal

Endpoint Device Management

Networking Principles

Customer Service

Communication Skills

Interpersonal Skills

Organizational Skills

Team Collaboration

Education

Associates degree in IT-related field

A+ Certification

Tools

Helpdesk Ticketing System

Microsoft 365

Cloud Computing

Remote Communication Tools

Endpoint Devices

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 escalates 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.


• Adhere to the ISBH Confidentiality Policy.


• Participate in New-Hire Orientation as needed.


• Other technology projects and tasks as assigned by the supervisor.


• Travel to offices throughout the service area is required.

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, customer service, and account management 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.

Highest-signal resume keywords

• A+ Certification


• Helpdesk Support Experience


• Microsoft Windows Expertise


• Customer Service Skills


• Desktop Support Knowledge

ATS Optimization Keywords

Hard Skills

• Technical Troubleshooting


• Account Management


• Desktop Support


• Network Security


• Software Installation


• Mobile Device Management


• PC Configuration


• Virus Removal


• Endpoint Device Management


• Networking Principles

Soft Skills

• Customer Service


• Communication Skills


• Interpersonal Skills


• Organizational Skills
  
• Team Collaboration

Certifications & Qualifications

• A+ Certification


• IT-Related Degree or Equivalent Certification

Industry Keywords

• Healthcare IT


• Microsoft Windows Environment


• Network Routing


• Firewall Rules


• Wireless Networking

Tools & Technologies

• Helpdesk Ticketing System


• Microsoft 365


• Cloud Computing


• Remote Communication Tools


• Endpoint Devices