Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
Provide advanced technical support to diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, mobile devices and other peripheral devices.
Install and configure software and hardware including setting up physical components (and installing operating systems, drivers, and applications).
Document all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.
Collaborate with senior IT staff to escalate unresolved issues.
Participate in ongoing training to stay current with healthcare IT systems and best practices.
Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.
Guide other helpdesk technicians by sharing expertise and providing guidance on technical challenges.
Document technical procedures, solutions, and user guides to enhance the knowledge base and support efficiency.

Bachelor’s degree in Information Technology, Computer Science, or a related field.
5 years of experience in helpdesk or technical support role with progressively increasing responsibilities.
Strong knowledge of Windows and macOS operating systems, common business applications, and networking fundamentals.
Experience with troubleshooting hardware components, software installations, and network connectivity issues.
Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
Relevant experience may substitute for the educational requirement on a year-for-year basis.

Helpdesk Technician III

Key skills