Help Desk Technician

The Help Desk Technician’s role is to ensure reliable, secure, and efficient operation of end user computing systems so staff can perform critical business and clinical tasks. This includes receiving, triaging, documenting, and resolving help requests using modern ticketing, diagnostic, and remote support tools. Problem resolution may require hands-on support at the workstation level, remote troubleshooting, or coordination with other IS team members. The technician plays a key role in maintaining a positive user experience and supporting BVRMC’s technology, security, and operational standards.

This role provides technical support for end users, including onboarding new employees, provisioning accounts, configuring and maintaining workstations, and supporting clinical and business applications. The technician must be able to clearly communicate technical concepts to nontechnical users and demonstrate strong customer service skills. Responsibilities include assisting with network connectivity issues, workstation imaging, peripheral configuration, and basic server/application troubleshooting. The technician works with vendors to resolve hardware and software issues and collaborates with IS team members to maintain secure, stable, and compliant systems. The Help Desk Technician must work effectively with all staff, patients, and visitors to ensure systems remain fully operational, supporting excellent internal and external customer service.