Help Desk Technician

Description

Company Overview

Urology of Virginia has a long history of providing comprehensive, high-quality urological care throughout Hampton Roads and northeastern North Carolina. Our clinical team includes certified urologists, many of whom are fellowship-trained, nationally recognized, published, and leaders in their field.

At Urology of Virginia, our employees are at the heart of everything we do. Guided by our core values of People First, Be Accountable, Pursue Excellence, Communicate Well, and We Before Me, we are committed to creating an exceptional workplace and delivering outstanding patient care.

Job Overview

You are the person coworkers trust when technology gets in the way. You listen carefully, stay calm, troubleshoot methodically, and keep users informed. You care about solving the immediate problem, but you also document what happened, look for patterns, and leave the environment better than you found it.

Urology of Virginia is a fast-moving specialty healthcare practice. Our clinical and administrative teams depend on reliable technology to schedule patients, document care, communicate, process information, and keep daily operations moving. This is a hands-on role for someone who enjoys helping people and wants to build a strong foundation in healthcare IT.

Duties and Responsibilities

Frontline Support and Ticket Ownership:

• Respond to calls, emails, portal requests, and other authorized requests for technical assistance
• Triage and resolve incidents involving computers, applications, logins, printers, scanners, phones, mobile devices, and connectivity
• Own assigned tickets through resolution or proper escalation, with timely updates and professional follow-through
• Document troubleshooting steps, time, user communication, equipment details, and resolutions accurately
• Recognize outages, security concerns, recurring issues, and problems that may affect clinical operations, and
  ** escalate
  * * them promptly

Devices, Accounts, and Daily Operations:

• Install, configure, maintain, replace, and troubleshoot Windows workstations, laptops, mobile devices, and peripherals
• Assist with workstation deployments, employee onboarding and offboarding, office moves, equipment swaps, and technology rollouts
• Perform assigned account and device administration in Active Directory, Entra , and Microsoft 365 using approved procedures
• Help users with passwords, multifactor authentication, Microsoft 365 applications, and approved application access
• Maintain accurate asset records and support equipment inventory, loaners, shipping, receiving, repairs, warranty claims, and returns

Documentation, Security, and Teamwork:

• Create and improve knowledge articles, setup instructions, troubleshooting guides, and standard operating procedures
• Protect confidential information and follow HIPAA, organizational security standards, and least-privilege practices
• Recognize and report suspected phishing, malware, unauthorized access, or possible data exposure
• Coordinate with internal IT staff, our managed service provider, application owners, and technology vendors
• Participate in projects, testing, user education, and after-hours or on-call support when scheduled

Requirements Required License/Experience/Skills

• One to three years of help desk, desktop support, technical support, or related hands‑on experience. Equivalent education and practical experience may be considered
• Working knowledge of Windows 11, Microsoft 365 applications, desktop and laptop hardware, mobile devices, printers, scanners, and common peripherals
• Experience working in a ticketing system with accurate time entry and clear technical documentation
• Exposure to Entra , Microsoft Intune, Windows Autopilot, Exchange Online, Teams, SharePoint, or One Drive
• Basic hands‑on…