Help Desk Technician

Insight Global; Stillwater (OK); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA option

FSA option

DCFSA option

401k with company match

Paid time off

Job summary

Insight Global is seeking a Tier 1 Help Desk Technician to support IT operations in a healthcare environment. You will be the first point of contact for end users, handling hardware, software, and account issues with a focus on service quality.

The role requires 1+ year of support experience, familiarity with Active Directory, and ability to use ticketing systems. VMware and EMR/EHR experience are a plus.

Qualifications

• 1+ year of Help Desk or IT support experience.
• Familiarity with Active Directory user management.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service.
• Experience with ticketing systems (Desk Pro or ServiceNow).
• Ability to multitask and prioritize support requests.

Responsibilities

• Serve as the first line of IT support 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

Help Desk experience

Active Directory management

Troubleshooting skills

Customer service

Ticketing system

Multitasking & prioritization

Tools

Imprivata

VMware

Microsoft Office 365

Job description

• 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.

Nice to Have Skills & Experience

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

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.

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.

Compensation:

$22/hr to $28/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.