Service Desk Technician

The Service Desk Technician is often the first person our practices and the central support team talk to when technology gets in the way. This role answers calls, chats, and tickets, fixes what can be fixed on first contact, and makes sure everything else reaches the right person with the full story. Our practices see patients all day, so every minute a front desk or clinical team member spends stuck on a technology issue matters. We are looking for someone patient, curious, and organized who likes solving problems and explaining things in plain language. This is an entry-level role with a clear path into senior service desk and other IT roles.

Essential Job Functions*:

• Answer and log support requests by phone, email, Teams, and the support portal, providing a friendly, professional first point of contact for practice and central support team members.
• Troubleshoot and resolve common issues on first contact, including Windows workstations, Microsoft 365esolution targets.
• Troubleshoot and resolve common issues on first contact, including Windows workstations, Microsoft 365 and Outlook, printers and scanners, peripherals, and basic connectivity.
• Handle password resets, account unlocks, and multifactor authentication issues.
• Fulfill standard service requests, including new user onboarding, offboarding, access requests, and software and hardware requests, following documented request models.
• Provide first-line support for practice management, imaging, and other clinical applications, gathering the details needed before escalation.
• Escalate issues that need advanced troubleshooting or elevated access to Level 2, Infrastructure, or Cybersecurity, with complete documentation of the issue, impact, and steps already taken. 
• Document every ticket clearly, including troubleshooting steps, communication, and resolution, so anyone can pick up where you left off. 
• Keep requesters informed with timely status updates, and follow up after resolution to confirm the issue is fixed. 
• Use and contribute to the knowledge base, writing up fixes for issues that are likely to come back. 
• Recognize and immediately escalate suspected security incidents, following company security procedures and HIPAA requirements. Help set up and deploy computers and devices for new and existing team members. 

Minimum Requirements:

• High school diploma or equivalent; associate degree or coursework in information technology preferred
• 1+ year of help desk, IT support, or technical customer service experience, or equivalent training
• Experience supporting users in a Windows and Microsoft 365 environment
• Ability to work a standard Monday through Friday schedule, with occasional after-hours or on-call coverage
• Comfort working in a fast-paced, high-volume support environment
• Ability to travel to partner practices as needed (approximately 5%)

Preferred: 

• CompTIA A+, CompTIA Network+, or Microsoft 365 certifications
• Experience supporting a multi-site healthcare organization, such as dental or medical practices, including practice management or imaging software
• Familiarity with Intune, Entra ID, or other endpoint management tools