Help Desk Technician Job Sparks area,Nevada USA,IT/Tech

Position: Help Desk Technician I

As industry-leading wound care providers,
Healing Partners propel standard Skilled Nursing Facility wound care to a completely different level. Our multifaceted approach relieves various burdens – clinical, operational, financial, and practical – from busy owners, administrators, and employees, freeing each staff member to focus optimally on his or her responsibilities and improve overall facility management.

Benefits of Working with Healing Partners

Competitive salary/rate
Monday-Friday day schedule
Benefits:
Medical, Dental, Vision, eligible on 1st day of month following start date
Employee Assistance Program (EAP)
Health Savings Account (HSA)
Dependent Care FSA
401k, Short Term/Long Term disability and life insurance
Tuition Reimbursement
Discount Programs

Help Desk Technician

Job Responsibilities

The Help Desk Technician reports to the VP of IT at the Sparks, MD location and supports both headquarters and remote staff. This role operates during regular business hours, Monday through Friday.

The primary responsibility of this position is the end-to-end onboarding and offboarding of employees, including device preparation, account provisioning, access coordination, new-hire IT orientation, and continuous improvement of onboarding processes to ensure employees are fully productive on day one.

In addition to onboarding and offboarding, the Help Desk Technician provides Tier I and Tier II technical support to staff, resolving day-to-day IT issues with a strong focus on customer service. Complex, security-related, or infrastructure-level issues are escalated to senior IT staff in accordance with established procedures.

Stellar customer service skills are required to perform this job well. Listening and observational skills are required while attempting to always go the extra mile to please the customer.

Own the complete onboarding and offboarding process, ensuring devices, accounts, permissions, and system access are provisioned accurately and on schedule.

Prepare and configure laptops, mobile devices, and peripherals according to established IT standards before employee start dates.

Provision and manage user accounts across Microsoft 365, Active Directory/Entra , Intune, and other business systems following documented procedures.

Collaborate closely with HR, hiring managers, and IT leadership to provide a smooth, well-coordinated onboarding experience.

Conduct IT orientation sessions for new hires to introduce required tools, security expectations, and support processes.

Responding to and resolving Help Desk calls via telephone, e-mail, and walk-ins, creating tickets to document issues and resolutions thoroughly in the Help Desk tracking system software. Accurately communicating pertinent information while maintaining a positive attitude, even during high-stress situations.

Researching technical solutions to problems, using all information and resources available. Developing and maintaining checklists providing efficient and expedient access to solved technical issues. Publishing and maintaining detailed documentation and knowledge base articles.

Diagnosing and resolving technical hardware and software issues, working with vendor support as needed.

Imaging, configuring, upgrading, and supporting all IT assets while maintaining an accurate inventory. Working within our Mobile Device Management system to maintain mobile assets.

Assisting users with basic account-related requests using established procedures and escalation guidelines.

Identify issues requiring advanced troubleshooting, security review, or system-level changes and escalate appropriately to Tier III or Systems staff.

Actively participate in IT projects by tracking assigned tasks, maintaining accurate status updates, and following established project management processes.

Other duties as assigned by the VP of IT

Help Desk Technician Qualifications and Requirements

High school or equivalent (Required)
Help desk: 1 year (Required)
Windows: 1 year (Required)
Industry-related college degrees or certifications (CompTIA, Microsoft) are a plus but not required
Experience supporting Microsoft Windows, Office, and Active Directory.
Experience with Office 365, Azure and Apple technology is a plus.
Experience troubleshooting basic network, software, and printing problems.
Experience with computer repair and hardware replacement.
This role requires a high degree of organization, attention to detail, and proactive communication to manage multiple onboarding timelines, ensure accuracy across systems, and keep stakeholders informed.

Physical Requirements

Lift up to 30 lb. of computer and A/V equipment.
Crawl under or around furniture to repair/install equipment.
Will spend prolonged periods of time sitting at a desk and working on a computer.
Occasional standing and walking are required
Frequent use of hands to finger, handle, or feel objects is a key requirement, along with manipulating tools and office equipment like computers and telephones.

Work Environment

On-site in office, and service room…


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