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About the Role

Provides first-level technical support to end users, installing, configuring, maintaining, and troubleshooting desktop hardware, software, mobile devices, and printers. Ensures timely resolution of service requests while supporting the organization's clinical, administrative, and security objectives.

Responsibilities

• Documents, tracks, resolves, and monitors incoming help requests from end users via telephone and electronically.
• Prioritizes and documents problems and solutions, escalating when necessary.
• Records, tracks, and documents the help desk request problem-solving process to final resolution.
• Maintains accurate inventories of hardware, software licenses, mobile devices, and assigned technology assets.
• Researches technical issues using vendor documentation, knowledge bases, and support resources.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing/upgrading software, installing hardware, implementing backups, and configuring systems.
• Maintains established service level expectations for ticket response, documentation, communication, and resolution.
• Supports IT onboarding and off-boarding processes, including user account administration and equipment coordination.
• Performs preventative maintenance on workstations, printers, and peripherals.
• Configures, deploys, and supports desktop computers, laptops, printers, mobile devices, VoIP phones, and peripherals.
• Reports suspected cybersecurity incidents, phishing attempts, lost/stolen equipment, and potential HIPAA violations immediately.
• Tests fixes to ensure adequate resolution.
• Performs post-resolution follow-ups to help requests.
• Evaluates documented resolutions and analyzes trends to prevent future problems.
• Develops help sheets and frequently asked questions lists for end users.
• Assists with workstation imaging, deployment, and lifecycle replacement projects.
• Supports audiovisual equipment, conference room technology, and telehealth hardware.
• Assists with Microsoft Active Directory, Microsoft 365, user account administration, password resets, MFA, and group membership management.
• Maintains a positive teamwork environment to ensure quality patient care.
• Performs other duties within department and/or position scope as assigned.
• Adheres to HIPAA Security Rule requirements and SNHS IT security policies.

Requirements

• Working knowledge of desktop operating systems, network fundamentals (TCP/IP, DNS, DHCP), and common hardware/software troubleshooting techniques.
• Strong customer service orientation with the ability to communicate technical information clearly to non-technical end users.
• Knowledge of Microsoft 365 and Exchange Online.
• Basic understanding of Active Directory.
• Basic understanding of Azure/Entra ID preferred.
• Familiarity with VPN technologies.
• Familiarity with remote support software.
• Ability to diagnose hardware failures.
• Ability to maintain professionalism while supporting frustrated users.
• Ability to maintain confidentiality.
• Ability to prioritize and manage multiple concurrent help requests in a fast-paced healthcare environment.
• Strong organizational skills with attention to detail in documentation and issue tracking.
• Ability to work both independently and as part of a team, exercising sound judgment on when to escalate issues.
• Ability to maintain strict confidentiality regarding patient information, system access, and organizational data.
• Ability to lift up to 40 pounds.
• Ability to crawl under desks and work in confined spaces.
• Ability to climb ladders to install or remove equipment.
• Ability to sit, stand, bend, kneel, and walk for extended periods.
• Ability to travel between SNHS facilities as required.
• Familiarity with electronic health record (EHR) systems and healthcare IT operations preferred.

Skills

• Desktop operating systems
• Network fundamentals (TCP/IP, DNS, DHCP)
• Hardware troubleshooting
• Software troubleshooting
• Customer service
• Technical communication
• Microsoft 365
• Exchange Online
• Active Directory
• Azure/Entra ID
• VPN technologies
• Remote support software
• Hardware failure diagnosis
• Problem prioritization
• Issue tracking
• Teamwork
• Independent work
• HIPAA compliance
• EHR systems

Experience Level

• Two (2) years’ related experience and/or training
• Four (4) years’ equivalent combination of education/experience

Education Level

• Associate's degree in Information Technology, Computer Systems or other related technology field
• Bachelor’s preferred

About the Company

• Seneca Nation Health System