IT HelpDesk - PC Support

Position Purpose: The IT HelpDesk - PC Support specialist is the first point of contact for employees who need technical assistance at Doctors HealthCare Plans. The role receives, logs and resolves service requests and incidents covering desktops, laptops, printers, mobile devices, user accounts and business applications, and escalates more complex issues to the appropriate IT team members or third-party vendors.

Working closely with the IT team and staff across all departments, the specialist sets up and maintains end-user equipment, supports new hires and departing employees, and keeps service tickets, asset records and documentation accurate and current. The role follows established procedures while using good judgment, patience and a customer-focused approach to keep employees productive.

Key Responsibilities:

• Respond to help desk requests by ticketing system, phone, email and walk-up, and resolve issues on first contact whenever possible.

• Log, prioritize, track and close tickets in the KACE service desk, keeping status and resolution notes complete and current.

• Install, configure, image, upgrade and troubleshoot desktops, laptops, monitors, printers, scanners and peripherals.

• Install, update and support Windows and Microsoft 365 applications, including Outlook, Teams, OneDrive and other business software.

• Manage user accounts, password resets, group memberships and access requests in Active Directory and Microsoft 365.

• Set up workstations, equipment and system access for new hires, and recover equipment and remove access for departing employees.

• Support mobile devices, VPN and remote-access connections for employees working on site and remotely.

• Troubleshoot basic network connectivity, Wi-Fi and phone issues, and escalate infrastructure problems to the appropriate team.

• Escalate complex or unresolved issues to senior IT staff or vendors and follow up until resolution.

• Coordinate warranty repairs, hardware replacements and service calls with vendors.

• Create and maintain knowledge base articles, how-to guides and procedural documentation.

• Follow security, privacy and compliance requirements for protecting healthcare data, including HIPAA, and report suspected security incidents.

• Provide basic end-user training and guidance on hardware, software and security best practices.

• Communicate clearly and professionally with employees at all levels, including non-technical users.

• Multi-task and change from one task to another without loss of efficiency or composure.

Qualifications:

• High school diploma or equivalent required; associate's degree or technical certification in Information Technology or a related area preferred.

• 1-3 years of help desk or desktop support experience, ideally in the healthcare industry or a related area.

• Troubleshooting and problem-solving skills.

• Clear verbal and written communication skills.

• Ticket management and prioritization experience.

• Documentation and organizational skills.

• Time management and ability to multitask.

• Teamwork and collaboration skills.

• Attention to detail and confidentiality.

• Experience with Windows 11.

• Proficiency with Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

• Experience with Active Directory and Microsoft Entra ID user administration.

• Familiarity with KACE service desk and systems management.

• Knowledge of PC hardware, printers, and peripherals.

• Basic networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.

• Experience with remote support tools.

• CompTIA A+ certification preferred.

• Knowledge of standard concepts, practices, and procedures within the field.

• Ability to lift and move computer equipment up to 50 pounds and travel between company locations as needed.

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.

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