IT Helpdesk Technician

Position Overview

The IT Help Desk Technician position delivers timely and effective technical support, troubleshoots basic computer system issues, and clearly communicates solutions to users.

• Serve as the first point of contact for staff seeking technical assistance.
• Manage and be first point of contact for all tickets entered to System Admin Team/Help Desk.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Walk the user through the problem‑solving process and create documentation where necessary within Book Stack.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in the ticketing system.
• Follow‑up and update users on statuses and other information.
• Pass on any feedback or suggestions by users to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Inventory and log all new and existing computer hardware for staff.
• Learn and assist with Med One’s IT infrastructure.
• Communicate with IT Team regarding any systems issues that arise.
• Assist in providing hardware and software IT assistance (both during normal business hours and after hours) both in person and remotely to Med One staff in harmony with company standards.
• Must demonstrate strong organizational, verbal and written communication skills with emphasis on attention to detail.
• Exercise discretion with respect to client and member information following established HIPAA.

• BS/BA in IT, Computer Science, or a relevant field, or equivalent experience.
• Proven experience as a help desk technician or other customer support role.
• Working knowledge of MS Office, automation products, SQL databases, MS 365 Admin Center, Azure, TCP/IP networking, Active Directory, and remote‑control technology.
• Preferred (but not required): knowledge of firewalls/security policies, Ring Central phone system, Wi‑Fi technology, managed network switches.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer‑oriented and cool‑tempered.
• Ability to work well independently and as part of a team as needed.
• High degree of emphasis on problem‑solving skills.

Our top core value is to prioritize your well‑being. To support you in living this value, we offer:

• Competitive salary and bonuses that reward your performance.
• Comprehensive health, dental, and vision insurance plus additional benefits.
• 401(k) with company match to secure your future.
• Generous paid time off and holidays.
• Opportunities for professional growth and development.
• A vibrant and collaborative work culture.

Location:

This position will be based in Dubuque, IA.

Employment Type:

Full Time, Salaried/Exempt Position.

Reports to:

Director of IT.

Med One is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Offers are contingent on passing a background check and drug screen.