Tier 1 IT Help Desk Technician

We are seeking a motivated and customer-focused Tier 1 IT Help Desk Technician to join our IT support team. This individual will be the first point of contact for end-user support and will assist with troubleshooting hardware, software, networking, and account-related issues in a healthcare setting. The ideal candidate is organized, communicates clearly, and is passionate about solving technical problems quickly and professionally.

Benefits

• Health Insurance with optional HSA (healthcare savings account), (single or family coverage),gym/health club reimbursement, discounted health and fitness merchandise and more

• Dental benefits (including free cleanings)

• Vision coverage
• Employee assistance program with unlimited access to free mental health support, legal advice, financial counseling, and more

• 401K with dedicated financial assistance

• Continuing education through work at no cost to you.

When you join 42 North Dental, you will be part of a team that always has your back and trusts your expertise.

Responsibilities

• Provide first-level technical support to staff for desktops, laptops, printers, scanners, and peripheral equipment.
• Diagnose and resolve issues related to operating systems (Windows), productivity applications (Microsoft Office, browsers, etc.), and internal systems.
• Support users with Electronic Health Record (EHR) and Practice Management (PM) software, including issue escalation as needed.
• Configure, install, and troubleshoot printers, scanners, and other hardware devices.
• Maintain and support network connectivity, including basic troubleshooting of switches, access points, and VPN issues.
• Manage user accounts in various software (e.g., password resets, permissions, account provisioning).
• Log all service desk interactions using the internal ticketing system and follow through on tickets to resolution.
• Escalate more complex problems to Tier 2 or Tier 3 support while maintaining ownership of the user's request.
• Assist with onboarding and offboarding procedures for employees (hardware setup, account setup, documentation).
• Maintain knowledge base documentation and contribute to end-user support guides.
• Follow and enforce IT policies and procedures, especially as they relate to HIPAA and data security.

Qualifications

• 1+ years of experience in a help desk or technical support role.
• Basic knowledge of networking concepts (IP, DNS, DHCP).
• Experience supporting Windows 10/11 and Microsoft 365 environments.
• Familiarity with EHR and PM software preferred.
• Excellent customer service and communication skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Detail-oriented with strong problem-solving skills.
• Willingness to learn and grow with the organization.