Level 1 Help Desk Technician (Remote)
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AI Summary
Provide first-level technical support for hardware, software, and account-related issues across various departments. Manage user accounts, assist with workstation deployment, and document resolutions while maintaining HIPAA and security standards.
Position Summary
We are seeking a dependable and customer-focused Level 1 Help Desk Technician to join our growing healthcare technology and medical billing organization. This role is responsible for providing first-line technical support to internal employees across multiple departments, including operations, billing, reporting, and leadership teams.
The ideal candidate has prior IT support experience, strong communication skills, and the ability to troubleshoot common technical issues efficiently while maintaining professionalism and a service-oriented mindset.
Key Responsibilities
- 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
Qualifications
- 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
- Familiarity with HIPAA-compliant environments
- Exposure to tools such as Microsoft Entra ID, Intune, Huntress, ScreenConnect, or similar platforms
- CompTIA A+, Network+, or equivalent certifications preferred
What Success Looks Like
- Provides responsive and professional technical support
- Builds trust with internal teams through reliability and communication
- Helps improve onboarding, documentation, and operational efficiency
- Contributes positively to company culture and team collaboration
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