Help Desk Technician

• 1+ years of Help Desk, Technical Support, or IT Customer Service experience.
• Familiarity with Active Directory user management.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Experience working within a ticketing system like Desk Pro or Service Now and documenting support activities.
• Ability to multitask, prioritize, and manage multiple support requests.

• Experience supporting EMR/EHR systems in a healthcare environment.
• Knowledge of Imprivata.
• Exposure to VMware environments.
• Previous experience supporting hospital or healthcare organizations.

Insight Global is seeking a Tier 1 Help Desk Technicians to support IT operations. These individuals will serve as the first point of contact for end users experiencing technical issues and will provide exceptional customer service while troubleshooting hardware, software, and account-related concerns. The ideal candidate is customer-focused, organized, and able to work in a fast-paced healthcare environment while effectively prioritizing and escalating issues when necessary.

• Serve as the first line of support for IT-related issues via phone, email, and ticketing systems.
• Troubleshoot and resolve issues related to Microsoft Office 365, Active Directory, Imprivata, EMR applications, and virtual desktop environments.
• Create, modify, and disable user accounts, passwords, and permissions within Active Directory.
• Assist healthcare staff with EMR access, login issues, and basic application support.
• Support VMware virtual environments and troubleshoot end-user connectivity issues.
• Prioritize incoming incidents and service requests based on business impact and urgency.
• Properly document all troubleshooting steps, resolutions, and escalations within the ticketing system.
• Escalate unresolved issues to Tier 2 or specialized support teams when appropriate.
• Maintain a high level of customer service while supporting clinical and administrative staff.
• Follow established IT processes, security policies, and compliance requirements.

$22/hr to $28/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.