IT Help Desk Specialist - Medical Office

Overview

We are seeking a highly skilled and experienced IT Systems Administrator to design, implement, and optimize our hybrid IT environment across all TCAVI locations. This role will drive the standardization of systems, enhance performance, ensure compliance with healthcare regulations, and deliver a seamless technology experience for clinicians and staff.

• Troubleshoot user issues:
  Investigate and resolve computer software and hardware problems for end users across Windows/macOS (and mobile where applicable).
• Frontline support:
  Receive and triage telephone calls, tickets, and chats from users seeking help with software (e.g., statistical, graphics, database, word processing, email), printing, and other systems.
• Discovery & diagnosis:
  Interview users to understand steps taken, reproduce issues, and determine root cause.
• Guided resolution:
  Walk callers through diagnostic procedures (including running diagnostic utilities) and provide clear, step-by-step instructions.
• Root-cause determination:
  Identify whether problems stem from hardware (e.g., modems, printers, cables, phones), user procedures, configuration, or software defects.
• Collaborative problem-solving:
  Partner with IT teammates to research issues, share findings, and develop solutions.
• Vendor coordination:
  Communicate software errors to vendors, recommend program changes, and open/track service requests with software and hardware providers for defective products.

• Log, prioritize, and resolve tickets in the service desk system within defined SLAs; escalate when appropriate.
• Set up and support user accounts, permissions, MFA, and email; assist with onboarding/offboarding.
• Support printers, peripherals, and basic network connectivity (Wi‑Fi, VPN, DNS, DHCP).
• Maintain knowledge base articles and user guides to drive self‑service and consistency.
• Contribute to endpoint hygiene (patching, updates, antivirus) and basic security best practices.

• 1–3 years of IT Help Desk / Desktop Support or equivalent customer-facing technical support experience.
• Working knowledge of common operating systems (Windows, macOS), M365/Outlook or Google Workspace, and standard business apps (word processing, spreadsheets, databases, email, PDF tools).
• Familiarity with ticketing systems (e.g., Service Now, Jira Service Management, Zendesk, Fresh service) and remote support tools.
• Strong troubleshooting, documentation, and customer service skills; ability to explain technical concepts to non-technical users.