IT Help Desk Technician (Level 1&2)

About the Role

We are seeking a dependable and service-oriented IT Help Desk Technician (Level 1 & 2) to support our internal users across multiple medical practice locations. This role is responsible for providing both remote and on-site technical support, ensuring timely resolution of hardware, software, and network-related issues.

This position requires a strong balance of technical troubleshooting skills, customer service, and accountability, as well as the ability to work independently and as part of a collaborative IT team.

Key Responsibilities

User Support & Troubleshooting

• Provide Tier 1 & 2 support via ticketing system, phone, and in-person visits
• Troubleshoot issues related to desktops, laptops, printers, mobile devices, and network connectivity
• Support Windows 10/11, Apple devices, and basic network environments
• Perform workstation setup, configuration, deployment, and maintenance
• Install and maintain antivirus/EDR software

Account & System Administration

• Create and manage user accounts in Active Directory and Office 365
• Perform password resets, permissions updates, and basic system administration tasks

Ticketing & Documentation

• Accurately document issues, troubleshooting steps, and resolutions
• Manage and prioritize tickets, ensuring timely resolution within service levels
• Contribute to knowledgebase documentation and identify recurring issues/trends

Customer Service & Communication

• Deliver professional, patient, and effective support to end users
• Follow up to ensure full resolution and user satisfaction
• Communicate clearly with team members, leadership, and vendors

On-Site Support

• Travel to nearby practice locations (within a 10–15 mile radius) as needed

Qualifications

Required:

• 1–3 years of help desk or desktop support experience
• Hands-on experience with Active Directory and Office 365
• Strong troubleshooting skills across hardware and software environments
• Experience supporting Windows 10/11 systems
• Excellent communication and customer service skills
• Ability to work independently and within a team

Preferred:

• Technical degree or equivalent experience
• Certifications such as MCP, MCSA, or CompTIA Network+
• Experience with tools such as Atera RMM, Azure, CrowdStrike, or similar platforms
• Exposure to Microsoft Server environments (2016–2022)

What We're Looking For

• A proactive problem-solver who takes ownership of issues through resolution
• Strong attention to detail and documentation practices
• Ability to manage multiple priorities in a fast-paced environment
• A genuine desire to help others and provide excellent service

Work Environment & Reporting

• Reports to: Director of IT
• Works closely with: IT team 
• Combination of desk-based and on-site support responsibilities