Helpdesk Technician I

UNITE HERE HEALTH

. Serves as a Tier 1 technical and customer support resource to all Health Center/Fund employees .

Posted 4/21/2026full-timeLas Vegas • Nevada • 🇺🇸 United StatesMid-LevelSenior💰 $26 - $31 per hourWebsite

About the role

Key responsibilities & impact

Serves as a Tier 1 technical and customer support resource to all Health Center/Fund employees
Responds to all local and remote customer inquiries for assistance received primarily via telephone but also from email, chat or direct contact providing first level troubleshooting and problem resolution
Escalates unresolvable tickets to Tier 2
Documents all customer support inquiries using available tracking software and recommends simplification opportunities
Resolves issues in a timely and professional manner while meeting or exceeding established baselines
Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
Handles employee questions regarding end-user facing hardware and software and serves in a consultative manner
Communicates with technical operations and programming support personnel for problem referral
Creates/updates end users accounts per established access matrix and authorization approval
Ensures timely completion and follow-up of all support calls and tracks progress via ticketing system
Creates documentation of technical solutions and help desk procedures
Tracks user satisfaction through follow-up calls and surveys as required/directed
Assists Infrastructure and Operations functions with special projects as required
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth

Requirements

What you’ll need

Experience with technical Help Desk or high-level customer service operations desired (0-3 years of direct experience)
Working knowledge and experience in a Windows based support environment preferred
Primary-level knowledge of PC, mobile, telephony and other end-user facing technologies
Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365
Preferred: Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
Preferred: Certification in A+ Certification and/or Microsoft Certifications
Ability to travel locally and support business needs dynamically
Preferred: Valid, unrestricted state driver’s license
Preferred: Personal vehicle, valid registration, and current insurance

Benefits

Comp & perks

Medical
Dental
Vision
Paid Time-Off (PTO)
Paid Holidays
401(k)
Short- & Long-term Disability
Life
AD&D
Flexible Spending Accounts (healthcare & dependent care)
Pension
Commuter Transit
Tuition Assistance
Employee Assistance Program (EAP)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingproblem resolutionActive Directory administrationPC hardwareOffice 365end-user facing technologiesWindows supportticketing systemcustomer service operations

Soft Skills

communicationproblem-solvingproactive actioncustomer satisfactionconsultative approachdocumentationfollow-upteam collaborationtime managementadaptability

Certifications

A+ CertificationMicrosoft CertificationsAssociate’s degree in Computer ScienceAssociate’s degree in Information Systems