Job Summary: This document outlines the expectations and responsibilities of the IT Help Desk Representative role. As part of the frontline IT support team, your primary duty is to ensure reliable technical support for users across all clinics, departments, and administrative functions. This includes resolving day-to-day technical issues, documenting work clearly, escalating when needed, and maintaining a strong standard of service.

Essential Duties and Responsibilities:

End-User Support

•    Respond to support tickets via phone, email, or ticketing system

•    Troubleshoot issues related to:

•    Microsoft Windows OS and Office applications

•    Desktop/Virtualization login issues, sessions, MFA, and performance concerns

•    Printing (queues, offline printers, driver issues, and print server installations)

•    Basic hardware (monitors, docking stations, keyboards, mice)

•    Networking (Wi-Fi connectivity, LAN issues, switch port checks, DHCP/DNS basics)

•    Phone systems (setup, call handlers, voicemail routing)

•    Miscellaneous software or hardware issues as assigned

•    Perform account lockouts, password resets, and user unlocks

•    Provide end-user training for new staff during onboarding or role changes

•    Maintain a positive and helpful tone in all user interactions

System & Software Responsibilities

•    Image and deploy computers based on organizational standards

•    Maintain and update workstation asset records and location tracking

•    Monitor daily backup reports and escalate issues as needed

•    Support and maintain applications third party tools and applications

•    Contact vendors as needed (EHR/PM support, phone providers, ISP) for resolution or escalations

Documentation & Process

•    Accurately document all support activities in the ticketing system

•    Record steps taken, resolution status, and follow-up actions

•    Write or contribute to internal knowledge base articles and troubleshooting guides

•    Keep SOPs and guides updated based on real-world problem solving

•    Provide feedback to the IT Services Lead when processes are unclear or outdated

•    Maintain compliance with all HIPAA and organizational data handling standards

•    Maintain compliance with all company policies and procedures

Team & Field Support

•    Participate in rotation for on-call or after-hours support (when scheduled)

•    Support Field Techs by preparing equipment and assisting with on-site visits when needed

•    Attend cross-training sessions and share knowledge with teammates

•    Communicate any recurring issues or gaps to the IT Services Lead for review

•    Promote organization, consistency, and professionalism across all aspects of IT service delivery

Escalation Protocol

If a ticket cannot be resolved through standard troubleshooting, you are expected to escalate it. Before doing so, ensure the following information is collected and included in the ticket:

•    User Name

•    Site/Department

•    Phone Extension or Contact Number

•    PC Name or IP Address

•    Detailed Issue Description

•    Steps Taken / Attempted Resolutions

Escalate when:

•    The issue exceeds your access or technical scope

•    Multiple users or systems are affected

•    Patient care or core operations are impacted

•    The issue persists beyond expected resolution times

•    Backend configuration or admin-level access is required

•    Other duties as assigned.

Education and/or Work Experience Requirements:

•    High school diploma or GED required; Associate’s degree in Information Technology, Computer Science, or related field preferred

•    1–2 years of experience in a technical support, help desk, or customer service role

•    Familiarity with Windows and/or macOS operating systems and common software applications

•    Basic understanding of network connectivity, hardware troubleshooting, and system configuration

•    Experience using ticketing systems (e.g., ServiceNow, Zendesk, or similar)

•    Excellent customer service and communication skills for supporting non-technical users

•    Industry certifications preferred (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation)

•    Experience providing remote support using remote desktop tools is a plus

•    Strong customer service skills and ability to communicate technical information to non-technical users

•    Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

•    Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Physical Requirements/Working Conditions:

•    Ability to sit for extended periods while handling calls and working on a computer

•    Frequent use of a keyboard, mouse, and headset for communication and troubleshooting

•    Ability to lift, carry, and move equipment weighing up to 50 lbs (e.g., desktops, printers, monitors)

•    Visual acuity to read electronic displays, schematics, and technical documentation

•    Some local travel between sites using personal or company-provided transportation

•    Must have a valid driver’s license and maintain insurability under company policy

•    May require after-hours, weekend, or on-call support based on operational needs or emergency issues

•    Ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment