IT Help Desk Technician

Cassopolis Family Clinic Network; Northern (KY); Hybrid; USD 42,000 - 70,000; Full time

Job summary

Cassopolis Family Clinic Network is seeking a dedicated IT Support Specialist to provide first-line technical assistance for hardware, software, and mobile devices in a healthcare environment.

You will triage requests via tickets, phone, and email, diagnose issues, and document resolutions. The role emphasizes customer service, HIPAA awareness, and ongoing equipment maintenance while supporting a wide range of clinical IT systems.

Qualifications

• High school diploma or GED required; associate degree preferred.
• CompTIA A+ & Security+ certifications preferred.
• Minimum 1 year experience supporting operating systems, hardware, mobile devices, printers and related equipment.
• Customer service experience preferred; audiovisual experience preferred.

Responsibilities

• Provide first-line IT support to end users via ticketing, phone, Teams and email.
• Troubleshoot hardware/software issues and mobile devices; diagnose and resolve.
• Record and track problem-solving steps from initiation to resolution.
• Maintain IT inventory and assist with preventive maintenance.

Skills

Troubleshooting IT issues

Customer service

IT support

Communication

Windows OS

Education

High school diploma or GED

Associate’s degree preferred

Tools

Windows Server OS

Office 365 Admin

3CX

Citrix

EPIC EHR

Denticon

PharmacyOne

SQL

ConnectWise

Cisco Meraki

Job description

**Summary:** Provide first-line support to all end users of IT services through technical and troubleshooting assistance related to computer hardware and software, mobile devices.**Principle Duties and Responsibilities:** • Provide prompt IT support and troubleshooting services to all team members. Field incoming help requests from end users via ticket submission, phone calls, Microsoft Teams and Outlook email. • Troubleshoot, diagnose and resolve problems related to operating systems, computer hardware and software, mobile devices, printers and other related equipment, as directed by supervisor. • Install and modify operating systems, computer hardware and software, mobile devices, printers and other related equipment, as directed by supervisor. • Record, track and document the help desk problem-solving process, including all successful actions taken through to the final resolution. • Communicate with team members regarding IT information as directed by supervisor. • Prioritize and schedule troubleshooting of problems to provide efficient support. Escalate problems when required, to vendors or the IT Manager. • Help test fixes before implementation to ensure problems have been adequately resolved as directed by supervisor. • Perform preventative maintenance on IT equipment, including checking and cleaning of workstations, printers and peripherals. Routinely monitor functioning of IT equipment and make necessary modifications to ensure equipment remains operational. • Maintain IT inventory database in conjunction with supervisor. • Provide basic IT education and training to end users to ensure effective use of computer hardware and software. Translate technical information into understandable and actionable directions for end users as directed by supervisor. • Maintain knowledge of IT best practices and computer technology. • Performs all other duties as assigned.**Essential Job Functions:** • Maintain body equilibrium to prevent falling when walking, standing or crouching; ability to repeatedly bend body downward and forward by bending spine at the waist for up to ten hours per day. • Ability to detect specific noises and proper equipment operation, detect and understand what coworkers/patients are saying in normal conversation and communicate with individuals utilizing the telephone by displaying the ability to hear and speak clearly. • Ability to maintain a stationary position for 25% of the time. • Ability to converse clearly with patients, co-workers and the public using the English language. Must be able to understand, adhere to and communicate routine, factual information and apply oral and written instructions or other information, in a timely manner. • Capable of physically transporting items weighing 5 to 25 pounds. • Substantial movements of the wrists, hands, shoulders and/or fingers for sustained periods of time. • Must have the visual acuity to accurately detect and read computer screens, distinguish color coding, and discern fine print and/or normal size print. • Capable of meeting attendance requirements. • Constantly operates a computer, office equipment and/or other medical equipment to collect and monitor patient data, report patient data and patient needs. Has the ability to pick, pinch, type or otherwise work primarily with fingers rather than with the whole arm. • Possess the cognitive ability to add, subtract, multiply, divide and to record, balance and check for results for accuracy. • Capable of communicating effectively and politely with co-workers, patients and the public; able to compose letters, emails and basic reports and/or orally communicate medical information.**Job Requirements:** **Education:** • High school diploma or GED required. Associate’s degree preferred. • CompTIA A+ & Security+ certification preferred. **Experience:** • Minimum of 1 year experience working with operating systems, computer hardware and software, mobile devices, printers and other related equipment. • Customer service experience preferred. • Audiovisual experience preferred. • Prefer experience with: Windows Server OS, Office 365 Admin, 3CX, Citrix, EPIC EHR, Denticon, PharmacyOne, SQL, ConnectWise, and Cisco Meraki **Knowledge, Skills and Abilities Required:** • Knowledge of HIPAA regulations and compliance requirements preferred. • Ability to handle workload in stress filled environment. **Certificate/License:** N/A**FLSA:** Non-Exempt**Job Type:** Full Time**Job Locations:** Cassopolis