Position Summary
The IT Helpdesk Technician (Tier 1) is the first point of contact for all our supported practices and corporate employees seeking technical assistance. You will play a critical role in ensuring our teams can operate smoothly and efficiently. Your primary responsibilities will involve triaging incoming support requests, providing immediate solutions for common issues, and managing user accounts and hardware. This is an excellent opportunity for someone looking to start their career in Information Technology within the dynamic and rewarding healthcare industry.
Key Responsibilities
- Frontline Support: Serve as the initial point of contact for all technical issues, responding to requests submitted via phone, email, and our IT ticketing system in a timely and professional manner.
- Ticket Triage: Monitor the helpdesk ticket queue, accurately documenting, categorizing, prioritizing, and assigning tickets to the appropriate IT team members or resolving them directly.
- Corporate Office Support: As part of the position it requires providing front line support in the corporate office during the work week.
User Account Management:
- Process password resets and account lockouts for various systems, including Active Directory and cloud applications.
- Execute the employee onboarding process by creating user accounts, assigning permissions, and preparing necessary hardware.
- Manage the employee offboarding process by disabling accounts and recovering company assets in a timely manner to ensure security.
Hardware & Software Support:
- Set up and configure new computers, laptops, monitors, printers, and other peripherals for new and existing employees.
- Provide basic troubleshooting for hardware, software (Windows OS, Microsoft 365), and network connectivity issues.
- Maintain an accurate inventory of all IT hardware assets, tracking deployment, and status.
Documentation & Escalation:
- Clearly document all steps taken to resolve an issue within the ticketing system.
- Assist in creating and updating knowledge base articles and user-facing documentation for common issues.
- Escalate complex or unresolved issues to Tier 2/3 support personnel with detailed notes.
Qualifications and Skills
Required:
- High school diploma or equivalent.
- Exceptional customer service and interpersonal skills with a patient and positive attitude.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Aptitude for problem-solving and a strong desire to learn new technologies.
- Excellent organizational skills and the ability to multitask in a fast-paced environment.
- Basic understanding of computer hardware, operating systems (Windows is a must), and Microsoft Office 365.
- Ability to lift and move computer equipment up to 30 lbs.
Preferred:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- 1+ year(s) of experience in a helpdesk, technical support, or customer service role.
- CompTIA A+ or other relevant entry-level IT certification.
- Experience with a helpdesk ticketing system (e.g., Jira Service Management, Zendesk, ServiceNow).
- Familiarity with Active Directory, Microsoft 365 Admin Center, or other user management systems.
- Experience in a healthcare or HIPAA-regulated environment is highly desirable.
- Familiarity with dental practice management software (e.g., Dentrix, EagleSoft, Ortho2) is a major plus.
Benefits:
- Competitive salary commensurate with experience.
- Comprehensive health, dental, and vision benefits.
- Retirement savings plan with employer safe harbor program.
- Generous paid time off and holidays.
- Continuing education and professional development opportunities.
- Collaborative and mission-driven company culture focused on improving patient outcomes.
beBright participates in E-Verify.
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