Helpdesk Technician I
Imagine Pediatrics
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $57,500 - $65,000 per year
Job Level
Mid-LevelSenior
Tech Stack
DNSMacOSServiceNow
About the role
- Respond to user inquiries and requests for assistance via phone, email, chat, or in person.
- Identify, analyze, and resolve technical issues related to desktops, laptops, printers, mobile devices, and common software applications (e.g., Microsoft Office, email clients).
- Log, track, and document all support requests and their resolutions using a help desk ticketing system (e.g., Jira Service Management, ServiceNow, etc.). Also responsible for doing initial triage of new tickets in the queue and either working them or assigning to the team as appropriate/required.
- Direct complex problems or issues beyond the scope of first-level support to the appropriate Tier 2 or 3 technical teams or vendors.
- Install, configure, and maintain software applications, operating systems, and hardware components.
- Perform routine user account management functions, such as password resets, account creation, and permission modification in systems like Microsoft Entra ID.
- Provide clear, step-by-step instructions and training to non-technical users on proper system and application usage.
- Contribute to the creation and maintenance of internal knowledge bases and user training manuals.
Requirements
- A high school diploma or equivalent is required, with an associate or bachelor’s degree in computer science or a related field being preferred. Relevant certifications such as CompTIA A+ or ITIL are highly valued.
- Strong working knowledge of computer systems, hardware, operating systems (Windows and/or macOS), and common software applications. Familiarity with basic networking concepts (IP, DNS, DHCP) is a plus.
- The ability to think critically, diagnose problems effectively, and provide efficient solutions.
- Excellent verbal and written communication skills to explain technical information to non-technical users with patience and clarity.
- A customer-centric approach with a patient, friendly, and professional demeanor to ensure positive user experience.
- Strong time management and organizational abilities to prioritize multiple issues and manage a queue of support tickets simultaneously.
- Previous experience in a customer support or IT help desk role is preferred.
- Base-level knowledge of U.S. Federal Healthcare regulations such as HIPAA and the Hi-Tech act. Additional knowledge and experience with HITRUST security and compliance standards is ideal.
Benefits
- Competitive medical, dental, and vision insurance
- Healthcare and Dependent Care FSA; Company-funded HSA
- 401(k) with 4% match, vested 100% from day one
- Employer-paid short and long-term disability
- Life insurance at 1x annual salary
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid new parent leave
- Additional benefits to be detailed in offer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical issue resolutiondesktop supportlaptop supportprinter supportmobile device supportMicrosoft Officehelp desk ticketing systemsuser account managementsoftware installationoperating systems
Soft skills
critical thinkingproblem diagnosiscommunication skillscustomer-centric approachpatienceorganizational abilitiestime managementtrainingdocumentationteam collaboration
Certifications
CompTIA A+ITIL