IT Help Desk Specialist

 POSITION SUMMARY

The IT Specialist will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Specialist. You will be responsible for administration and internal support of the company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (Included but not limited to the following);

• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and  effectively to requests received through the IT helpdesk.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilize and maintain the helpdesk tracking software.
• Document internal procedures.
• Assist with onboarding of new users.
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment..
• Install, test and configure new workstations, peripheral equipment and software.
• Maintain inventory of all equipment, software and software licenses.
• Report issues to the Service Desk for escalation.
• Manage PC setup and development for new employees using standard hardware, images and software.
• Assign users and computers to proper groups in Active Directory.
• Perform timely workstation hardware and software upgrades as required.

QUALIFICATIONS

• Up to date knowledge regarding systems hardware, software and connectivity.
• Good communication skills.
• Excellent troubleshooting and problem solving skills.
• Good team spirit.
• Requires strong organizational skills, problem solving and analytical skills.
• Excellent observation and analytical skills.

PREFERRED QUALIFICATIONS

• CompTIA A+, Network+, or equivalent certification.
• Experience supporting Electronic Health Record (EHR) systems, preferably eClinicalWorks (eCW).
• Experience with network infrastructure, user account management, and basic server administration.
• Experience supporting multiple locations or remote users .

EDUCATION AND EXPERIENCE

• High School diploma or equivalent
• A Bachelor’s degree (preferred) in Information Systems, Business, Communications or related field and a minimum of two years of relevant technical experience.

 REQUIREMENTS

• Minimum of 2 years of hands-on IT support experience in a healthcare, corporate, or multi-site environment.
• Experience supporting Windows operating systems, Microsoft 365, printers, scanners, and mobile devices.
• Strong troubleshooting skills related to hardware, software, network connectivity, and VoIP phone systems.
• Ability to travel between multiple clinic locations and provide onsite support as needed.
• Valid driver's license and reliable transportation.
• Experience with help desk ticketing systems and maintaining accurate documentation of work performed.
• Working knowledge of HIPAA, cybersecurity best practices, and data privacy requirements.
• Ability to prioritize multiple requests and respond effectively in a fast-paced healthcare environment.
• Excellent customer service and communication skills, with the ability to support both clinical and administrative staff.
• Ability to lift and move computer equipment, monitors, and printers as needed.