Help Desk Technician

Description

Company Overview

Urology of Virginia has a long history of providing comprehensive, high-quality urological care throughout Hampton Roads and northeastern North Carolina. Our clinical team includes certified urologists, many of whom are fellowship-trained, nationally recognized, published, and leaders in their field.

At Urology of Virginia, our employees are at the heart of everything we do. Guided by our core values of People First, Be Accountable, Pursue Excellence, Communicate Well, and We Before Me, we are committed to creating an exceptional workplace and delivering outstanding patient care.

Job Overview

You are the person coworkers trust when technology gets in the way. You listen carefully, stay calm, troubleshoot methodically, and keep users informed. You care about solving the immediate problem, but you also document what happened, look for patterns, and leave the environment better than you found it.

Urology of Virginia is a fast-moving specialty healthcare practice. Our clinical and administrative teams depend on reliable technology to schedule patients, document care, communicate, process information, and keep daily operations moving. This is a hands-on role for someone who enjoys helping people and wants to build a strong foundation in healthcare IT.

Duties and Responsibilities

Frontline Support and Ticket Ownership:

• Respond to calls, emails, portal requests, and other authorized requests for technical assistance
• Triage and resolve incidents involving computers, applications, logins, printers, scanners, phones, mobile devices, and connectivity
• Own assigned tickets through resolution or proper escalation, with timely updates and professional follow-through
• Document troubleshooting steps, time, user communication, equipment details, and resolutions accurately
• Recognize outages, security concerns, recurring issues, and problems that may affect clinical operations, and escalate them promptly

Devices, Accounts, and Daily Operations:

• Install, configure, maintain, replace, and troubleshoot Windows workstations, laptops, mobile devices, and peripherals
• Assist with workstation deployments, employee onboarding and offboarding, office moves, equipment swaps, and technology rollouts
• Perform assigned account and device administration in Active Directory, Entra ID, and Microsoft 365 using approved procedures
• Help users with passwords, multifactor authentication, Microsoft 365 applications, and approved application access
• Maintain accurate asset records and support equipment inventory, loaners, shipping, receiving, repairs, warranty claims, and returns

Documentation, Security, and Teamwork:

• Create and improve knowledge articles, setup instructions, troubleshooting guides, and standard operating procedures
• Protect confidential information and follow HIPAA, organizational security standards, and least-privilege practices
• Recognize and report suspected phishing, malware, unauthorized access, or possible data exposure
• Coordinate with internal IT staff, our managed service provider, application owners, and technology vendors
• Participate in projects, testing, user education, and after-hours or on-call support when scheduled

Requirements

Required License/Experience/Skills

• One to three years of help desk, desktop support, technical support, or related hands-on experience. Equivalent education and practical experience may be considered
• Working knowledge of Windows 11, Microsoft 365 applications, desktop and laptop hardware, mobile devices, printers, scanners, and common peripherals
• Experience working in a ticketing system with accurate time entry and clear technical documentation
• Exposure to Entra ID, Microsoft Intune, Windows Autopilot, Exchange Online, Teams, SharePoint, or OneDrive
• Basic hands-on familiarity with Active Directory user and computer administration
• Foundational networking knowledge, including IP addressing, DNS, DHCP, Wi-Fi, and connectivity troubleshooting
• Strong customer service, organization, troubleshooting, and written and verbal communication skills
• The judgment to manage multiple priorities, follow established procedures, protect confidential information, and escalate appropriately
• Ability to travel between supported locations and perform routine equipment installation, movement, and replacement tasks

Preferred License/Experience/Skills

• Experience supporting healthcare, clinical workflows, or another regulated environment
• Familiarity with EHR, imaging, laboratory, patient communication, telephony, or other healthcare technology systems
• CompTIA A+, Network+, Microsoft fundamentals, or another relevant certification completed or in progress
• A track record of learning independently, improving documentation, and looking beyond the immediate ticket

Compensation and Benefits

• Competitive pay $20.00 - $24.00
• Medical, dental, and vision insurance
• 401(k) with Profit Sharing
• Paid time off and paid holidays
• Employee Assistance Program (EAP)
• Professional development opportunities
• Supportive and collaborative work environment

Equal employment opportunity for all is a very important philosophy for our practice. We will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.