IT Help Desk Administrator

Job Summary: The IT Helpdesk Administrator serves as the first point of contact for technical support across StrideCare’s growing clinic network. This is a foundational role for a candidate early in their IT career who brings a strong technical base and a genuine commitment to learning. The Helpdesk Administrator resolves day-to-day end-user issues, supports standard platforms and devices, and works closely with the infrastructure team, with the opportunity to take on greater responsibility over time.

Supervisory Responsibilities: N/A

Essential Duties / Responsibilities:

• Respond to support requests from staff via phone, email, ticketing system, and in person in a timely and professional manner.
• Diagnose and troubleshoot issues across hardware, software, networking, and user accounts, escalating complex problems to senior team members as needed.
• Set up, configure, and maintain end-user devices including laptops, desktops, printers, and mobile devices.
• Manage user accounts, licensing, and access in Microsoft 365 (Entra ID, Exchange Online, SharePoint, Teams, OneDrive) under the guidance of senior staff.
• Support standard StrideCare platforms including Windows 11, Microsoft 365, Intune, and RingCentral phones.
• Support the onboarding of newly acquired practices, including imaging and deploying devices, provisioning users, and assisting with on-site cutovers.
• Document issues, resolutions, and procedures in the ticketing system and internal knowledge bases.
• Follow up with staff to confirm issues have been fully resolved before closing tickets.
• Participate in IT projects and initiatives as assigned.
• Adhere to HIPAA regulations and security policies to maintain patient confidentiality and data security.

Required Skills / Abilities:

• A foundational understanding of computer hardware, software, and basic networking concepts.
• Technical aptitude and a commitment to developing IT skills, whether gained through education, certifications, or hands-on experience.
• Familiarity with Windows operating systems and the Microsoft Office suite (Outlook, Word, Excel, Teams, OneDrive).
• Strong customer service skills and the ability to support users across all levels of technical proficiency.
• Clear written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• A strong work ethic and the ability to take ownership of assigned tasks with minimal supervision.

Education and Experience:

• Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience.
• Exposure to Microsoft 365 administration (Entra ID, Exchange Online, SharePoint, Teams, Intune) preferred.
• Experience troubleshooting computer hardware, printers, and network connectivity preferred.
• Familiarity with help desk ticketing systems such as ManageEngine ServiceDesk Plus, and with ITIL practices preferred.
• Exposure to RMM tools, MDM/Intune, remote support, or UCaaS platforms such as RingCentral, Zoom Phone, 8x8, or Vonage preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft fundamentals preferred.

Physical Requirements:

• Ability to sit for extended periods while working at a computer.
• Manual dexterity required for operating office equipment. 
• Availability to travel up to 25%, primarily to East Coast and Southern markets, with additional travel as the company expands.

Interested in Joining Our Team?

If you are interested in this position, please complete our Culture Index Survey as part of the application process.

Step 1: Complete the Culture Index Survey: Culture Index 

Step 2: Submit your application for this position.

*StrideCare is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.