Helpdesk Technician

Description

Role: Helpdesk Technician

Department: Information Technology

Direct Report: Director of IT

Summary: The Helpdesk Technician will be responsible for providing technical support and assistance to ensure the effective operation of network, server, workstations, and SaaS components within Exceed Healthcare. This role involves troubleshooting hardware and software issues, performing regular maintenance, and ensuring the security and functionality of all IT systems.

Key Responsibilities:

• Technical Support:
  • Respond to and resolve IT support requests from staff via phone, email, or in-person.
  • Troubleshoot and resolve hardware and software issues on workstations, servers, and network equipment.
  • Provide support for SaaS applications, including user account management and troubleshooting.
• Network Management:
  • Monitor and maintain the organization’s network infrastructure, including routers, switches, and firewalls.
  • Perform regular network performance checks and troubleshoot connectivity issues.
  • Assist with network configuration and upgrades as needed.
• Server Administration:
  • Monitor and maintain server health, performance, and security.
  • Perform regular backups and data recovery operations.
  • Manage user access and permissions on servers.
• Workstation Management:
  • Install, configure, and maintain desktop and laptop computers.
  • Ensure all workstations are updated with the latest software and security patches.
  • Assist users with hardware and software installations and configurations.
• SaaS Management:
  • Provide support for cloud-based applications and services.
  • Manage user accounts, permissions, and access to SaaS platforms.
  • Troubleshoot issues related to SaaS applications and coordinate with vendors as necessary.
• Security and Compliance:
  • Implement and enforce IT security policies and procedures.
  • Conduct regular security audits and vulnerability assessments.
  • Ensure compliance with healthcare industry regulations and standards, including HIPAA.
• Documentation and Reporting:
  • Maintain detailed documentation of IT systems, configurations, and procedures.
  • Create and update user guides and technical documentation.
  • Generate regular reports on IT support activities and system performance.
• User Training and Support:
  • Provide training and support to staff on the use of IT systems and applications.
  • Develop and deliver IT training sessions and workshops.
  • Assist in the development of IT policies and best practices.

Working Conditions:

• This position may require occasional evening or weekend work to perform maintenance and upgrades.
• The role involves sitting for extended periods and using a computer.
• The technician may need to lift and move IT equipment.

Benefits:

• Exceed Healthcare offers competitive compensation packages, health benefits, Paid time off and opportunities for professional development and growth.

Exceed Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Requirements

Qualifications:

• 2+ years of experience in a helpdesk or technical support role.
• Strong knowledge of network and server management.
• Experience with healthcare IT systems and HIPAA compliance is a plus.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Certifications such as CompTIA Sec+, Network+, or AWS Certification: Cloud Practitioner