IT Help Desk Representative

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Peyton Street, Barboursville, WV, US

4 days ago Requisition

Salary Range: $20.00 To $20.00 Hourly

This document outlines the expectations and responsibilities of the IT Help Desk Representative role. As part of the frontline IT support team, your primary duty is to ensure reliable technical support for users across all clinics, departments, and administrative functions. This includes resolving day‑to‑day technical issues, documenting work clearly, escalating when needed, and maintaining a strong standard of service.

End‑User Support

• Respond to support tickets via phone, email, or ticketing system
• Troubleshoot issues related to Microsoft Windows OS and Office applications, desktop/virtualization login issues, sessions, MFA, and performance concerns, printing (queues, offline printers, driver issues, and print server installations), basic hardware (monitors, docking stations, keyboards, mice), networking (Wi‑Fi connectivity, LAN issues, switch port checks, DHCP/DNS basics), and phone systems (setup, call handlers, voicemail routing)
• Handle miscellaneous software or hardware issues as assigned
• Perform account lockouts, password resets, and user unlocks
• Provide end‑user training for new staff during onboarding or role changes
• Maintain a positive and helpful tone in all user interactions

System & Software Responsibilities

• Image and deploy computers based on organizational standards
• Maintain and update workstation asset records and location tracking
• Monitor daily backup reports and escalate issues as needed
• Support and maintain third‑party tools and applications
• Contact vendors as needed (EHR/PM support, phone providers, ISP) for resolution or escalations

Documentation & Process

• Accurately document all support activities in the ticketing system
• Record steps taken, resolution status, and follow‑up actions
• Write or contribute to internal knowledge base articles and troubleshooting guides
• Keep SOPs and guides updated based on real‑world problem solving
• Provide feedback to the IT Services Lead when processes are unclear or outdated
• Maintain compliance with HIPAA and organizational data handling standards
• Maintain compliance with company policies and procedures

Team & Field Support

• Participate in rotation for on‑call or after‑hours support (when scheduled)
• Support Field Techs by preparing equipment and assisting with on‑site visits when needed
• Attend cross‑training sessions and share knowledge with teammates
• Communicate any recurring issues or gaps to the IT Services Lead for review
• Promote organization, consistency, and professionalism across all aspects of IT service delivery

Escalation Protocol

• Ensure the following information is collected before escalating a ticket: user name, site/department, phone extension or contact number, PC name or IP address, detailed issue description, and steps taken/attempted resolutions
• Escalate when the issue exceeds your access or technical scope, when multiple users or systems are affected, when patient care or core operations are impacted, when the issue persists beyond expected resolution times, or when backend configuration or admin‑level access is required

• High school diploma or GED required; associate’s degree in Information Technology, Computer Science, or related field preferred
• 1–2 years of experience in a technical support, help desk, or customer service role
• Familiarity with Windows and/or macOS operating systems and common software applications
• Basic understanding of network connectivity, hardware troubleshooting, and system configuration
• Experience using ticketing systems (e.g., Service Now, Zendesk, or similar)
• Excellent customer service and communication skills for supporting non‑technical users
• Industry certifications preferred (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation)
• Experience providing remote support using remote desktop tools is a plus
• Strong customer‑service orientation and ability to…