Job Description

This is a people-first, growth-oriented organization with a strong, collaborative culture. You’d support internal users as part of the IT help desk while growing your career in a team-focused environment!

We are seeking an experienced and proactive IT Help Desk Analyst to join our growing internal IT team. In this role, you will play a key part in supporting more than 50 locations across the eastern United States. This is a great opportunity for someone who thrives in a fast-paced, customer-focused environment and enjoys solving technical challenges. While the role is primarily remote, occasional travel to local clinics may be required to support hardware and ensure local network performance.

Primary Responsibilities:

• Respond to incoming support requests through the ticketing system, email, Teams chat, and phone
  
• Troubleshoot hardware, software, and network issues using remote monitoring and support tools
  
• Support practice management systems and related applications
  
• Assist with VoIP and cloud based phone system troubleshooting
  
• Manage onboarding and offboarding, including account setup and device configuration
  
• Support device provisioning and deployment using modern device management tools
  
• Document all support activity and resolutions within the ticketing system
  
• Maintain accurate IT asset inventory within the ITSM platform
  
• Identify recurring issues and recommend process or system improvements
  
• Collaborate with IT leadership and team members to escalate and resolve complex issues
  
• Coordinate with external vendors and service providers when needed
  
• Deliver clear, friendly, and empathetic support to end users
  
• Provide guidance and training on best practices, security, and productivity tools

Qualifications:

• 2+ years of IT help desk experience and 3+ years in customer service or technical support
  
• Strong knowledge of Windows OS, Microsoft 365, Azure Entra, and remote support tools
  
• Experience with ticketing systems and remote access tools preferred
  
• Solid understanding of networking fundamentals including DHCP, DNS, VPN, and WiFi troubleshooting
  
• Familiarity with VoIP or cloud based telephony systems and IT security best practices
  
• Strong communication skills with the ability to research and resolve issues independently
  
• Associate degree in IT or equivalent experience preferred