Provide first-level support for hardware, software, and account-related issues
Troubleshoot Windows, macOS, printers, Microsoft 365, VPN, and network connectivity issues
Manage user accounts, password resets, MFA support, and onboarding/offboarding tasks
Escalate advanced technical issues to senior IT staff when necessary
Document tickets, troubleshooting steps, and resolutions accurately
Assist with workstation setup, device imaging, inventory tracking, and equipment deployment
Support remote employees using remote access and support tools
Maintain awareness of HIPAA and security best practices when handling systems and user data
Deliver excellent customer service and maintain professionalism during high-pressure situations

1–3 years of prior IT help desk or technical support experience
Experience supporting Microsoft 365 environments
Familiarity with Windows and macOS troubleshooting
Basic understanding of networking concepts, VPNs, printers, and endpoint devices
Strong communication and organizational skills
Ability to prioritize tasks and manage multiple requests simultaneously
Experience with ticketing systems and remote support tools preferred
Preferred Qualifications: Experience in healthcare or medical billing environments
Preferred: Familiarity with HIPAA-compliant environments

Level 1 Help Desk Technician

Key skills