It Help Desk Administrator

Job Summary: The IT Helpdesk Administrator serves as the first point of contact for technical support across Stride Care’s growing clinic network. This is a foundational role for a candidate early in their IT career who brings a strong technical base and a genuine commitment to learning. The Helpdesk Administrator resolves day-to-day end-user issues, supports standard platforms and devices, and works closely with the infrastructure team, with the opportunity to take on greater responsibility over time.

Supervisory Responsibilities: N/A

Essential

Duties / Responsibilities:

• Respond to support requests from staff via phone, email, ticketing system, and in person in a timely and professional manner.
• Diagnose and troubleshoot issues across hardware, software, networking, and user accounts, escalating complex problems to senior team members as needed.
• Set up, configure, and maintain end-user devices including laptops, desktops, printers, and mobile devices.
• Manage user accounts, licensing, and access in Microsoft 365 (Entra , Exchange Online, SharePoint, Teams, One Drive) under the guidance of senior staff.
• Support standard Stride Care platforms including Windows 11, Microsoft 365, Intune, and Ring Central phones.
• Support the onboarding of newly acquired practices, including imaging and deploying devices, provisioning users, and assisting with on-site cutovers.
• Document issues, resolutions, and procedures in the ticketing system and internal knowledge bases.
• Follow up with staff to confirm issues have been fully resolved before closing tickets.
• Participate in IT projects and initiatives as assigned.
• Adhere to HIPAA regulations and security policies to maintain patient confidentiality and data security.

Required Skills / Abilities:

• A foundational understanding of computer hardware, software, and basic networking concepts.
• Technical aptitude and a commitment to developing IT skills, whether gained through education, certifications, or hands‑on experience.
• Familiarity with Windows operating systems and the Microsoft Office suite (Outlook, Word, Excel, Teams, One Drive).
• Strong customer service skills and the ability to support users across all levels of technical proficiency.
• Clear written and verbal communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• A strong work ethic and the ability to take ownership of assigned tasks with minimal supervision.

Education and Experience:

• Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands‑on experience.
• Exposure to Microsoft 365 administration (Entra , Exchange Online, SharePoint, Teams, Intune) preferred.
• Experience troubleshooting computer hardware, printers, and network connectivity preferred.
• Familiarity with help desk ticketing systems such as Manage Engine Service Desk Plus, and with ITIL practices preferred.
• Exposure to RMM tools, MDM/Intune, remote support, or UCaaS platforms such as Ring Central, Zoom Phone, 8x8, or Vonage preferred.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft fundamentals preferred.

Physical Requirements:

• Ability to sit for extended periods while working at a computer.
• Manual dexterity required for operating office equipment.
• Availability to travel up to 25%, primarily to East Coast and Southern markets, with additional travel as the company expands.

* Stride Care is an Equal Opportunity Employer and is committed to diversity and inclusion in our workforce. We encourage applications from candidates of all backgrounds and experiences.