Help Desk Technician

Help Desk Technician

Upson Regional Medical Center Thomaston, Georgia, United States

Help Desk Technician

Position Summary

The Help Desk Technician provides technical support and assistance to end users for hardware, software, network, and enterprise application-related issues. This position is responsible for installing, configuring, troubleshooting, maintaining, and supporting technology systems throughout the organization. The Help Desk Technician serves as a key resource in ensuring the reliable operation of information technology systems while delivering exceptional customer service and support to employees throughout the organization.

Minimum Qualifications:

Education and Experience

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field;
  or
• Minimum of five (5) years of progressively responsible experience in Information Technology, Help Desk, Desktop Support, or related technical support roles;
  or
• An equivalent combination of education, technical certifications, and relevant work experience.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, ITIL, or equivalent.
• Experience supporting Microsoft 365, Active Directory, Microsoft Entra , and endpoint management solutions.
• Experience with ticketing and IT Service Management (ITSM) systems.
• Experience in a healthcare environment preferred.

Required Knowledge, Skills, and Abilities

Technical Knowledge

• Microsoft Windows desktop operating systems.
• Microsoft 365 applications, including Outlook, Teams, One Drive, Word, and Excel.
• Active Directory and user account administration.
• Basic understanding of Microsoft Server operating systems.
• Networking concepts include TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Desktop hardware, software, printer, and mobile device support.
• Cybersecurity best practices and endpoint protection solutions.
• Service desk and ticket management systems.

Professional Skills

• Strong customer service orientation with a commitment to user satisfaction.
• Excellent verbal and written communication skills.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Attention to detail and accuracy.
• Effective organizational and time-management skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.
• Strong documentation and knowledge-sharing skills.
• Patience, professionalism, and adaptability when supporting users with varying technical skill levels.

Physical Requirements

• Ability to lift and transport equipment weighing up to 50 pounds.
• Ability to travel between organizational facilities to provide technical support.
• Ability to work at a computer workstation for extended periods.
• Ability to perform equipment installation and maintenance activities in a variety of work environments.