IT Help Desk Technician

CAMPBELL CLINIC PC; Memphis (TN); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical / Dental / Vision Insurance

401(k) Plan Matching + Profit Sharing

Paid Time Off

8 Paid Holidays

Job summary

Campbell Clinic PC is seeking a customer-focused IT Help Desk Technician to join our Information Technology team in Germantown, TN. You will be the first point of contact for technical support, assisting physicians, clinicians, and staff across locations, and documenting issues and resolutions in our ticketing system.

You will resolve routine hardware/software problems, provide user guidance, and escalate more complex issues while maintaining ownership of the customer experience.

Qualifications

• High school diploma required.
• Associate degree (MIS/CS/Engineering) or work equivalent.
• Bachelor's degree preferred in MIS/CS/Engineering.
• 1 year MIS/CS/Engineering Technology experience.
• Proficiency with Windows OS and Microsoft Office Suite.
• Networking knowledge (TCP/IP) is a plus.
• Experience with Active Directory is a plus.

Responsibilities

• Serves as the first point of contact for IT Support requests.
• Responds to help desk tickets, calls, emails, and walk-up requests professionally.
• Troubleshoots and resolves common hardware, software, printing, and MS 365 issues.
• Documents incidents with troubleshooting steps and resolutions in the ticketing system.
• Escalates complex issues while owning the customer experience.
• Follows up to ensure issues are resolved to satisfaction.
• Utilizes IT Knowledge Base for consistency and efficiency.
• Assists with user education on supported technologies and best practices.
• Adheres to processes, documentation standards, and SLAs.
• Participates in team meetings, training, and continuous improvement.
• Performs other duties as assigned.

Skills

Customer service

Communication

Troubleshooting

Education

High School Diploma

Associate's Degree in MIS/CS/Engineering

Bachelor's Degree in MIS/CS/Engineering

Tools

Windows OS

Windows Server

Active Directory

Microsoft Office Suite

TCP/IP Networking

VNC/Remote Tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Help Desk Technician

Germantown, TN, US

POSITIONSUMMARY

Campbell Clinic is seeking a customer-focused Helpdesk Technician to join our Information Technology team. This position serves as the first point of contact for technical support, providing exceptional customer service to physicians, clinicians, and staff across multiple locations.

The Helpdesk Technician is responsible for resolving routine technical issues, accurately documenting support requests, and ensuring users receive timely, professional assistance. More complex issues are escalated to higher support tiers in accordance with departmental procedures.

ESSENTIALFUNCTIONS

ReasonableAccommodationsStatement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Serves as the first point of contact for IT Support requests
• Responds to Help Desk tickets, phone calls, emails, and walk-up requests in a professional and courteous manner.
• Troubleshoots and resolve common hardware, software, printing, Microsoft 365, and application issues.
• Accurately documents incidents, troubleshooting steps, and resolutions within the ticketing system.
• Escalate issues to the appropriate support tier when necessary while maintaining ownership of the customer experience.
• Follows up with end users to ensure issues have been resolved satisfactorily.
• Contributes to and utilizes the IT Knowledge Base to improve consistency and efficiency.
• Assists with user education by providing basic guidance on supported technologies and best practices.
• Adheres to departmental processes, documentation standards, and service level expectations.
• Participate in team meetings, training, and continuous improvement initiatives.
• Performsotherdutiesasassigned

SKILL S & ABILITIES

Education: High School Graduate or General Education Degree (GED): Required Associate's Degree (two year college or technical school) or Work Equivalent, Field of Study: MIS, CS or Engineering Technology Bachelor's Degree (four year college or technical school) Preferred, Field of Study: MIS, CS or Engineering

Experience: 1 year of experience in MIS, CS or Engineering Technology

Computer Skills: Microsoft Windows Desktop Operating Systems (required) Microsoft Windows Server Operating Systems (recommended) Microsoft Active Directory (recommended) Microsoft Office Suite (required) Advanced networking methodologies (TCP/IP) (recommended) Network Printing and Queuing (required) Smart Phone IOS/Android (required) VNC or similar remote control software (highly recommended)

Campbell Clinic Benefit Summary:

Campbell Clinic offers a lucrative benefit package to support employees and their families.

• Medical / Dental / Vision Insurance
• HRA Option
• Flexible Spending Account
• Basic Life Insurance
• Voluntary Life Insurance Option
• Long-Term Disability
• Voluntary Short-Term Disability
• Critical Illness Insurance
• 401(k) Plan Matching + Profit Sharing
• Employee Assistance Program
• Paid Time Off
• 8 Paid Holidays

ADA Disclaimer

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Equal Opportunity Employer/Veterans/Disabled