Desktop Support Technician

Desktop Support Technician

Jordan Valley Health (JVH) is a mission-driven organization dedicated to improving the health of individuals and families in underserved communities. We provide comprehensive healthcare services including primary medical, dental, vision, and behavioral health. Our mission is simple: Improve our community's health through access and relationships. By working collaboratively with partners and continually innovating, JVH strives to be a leader in providing essential healthcare for the underserved, ensuring everyone in our community has access to quality healthcare.

The Desktop Support Technician is responsible for providing first-level and second-level technical support to end users across the organization. This role installs, configures, maintains, and troubleshoots computer hardware, software, printers, mobile devices, and related technology systems. The technician serves as a key point of contact for staff, ensuring timely resolution of technical issues while delivering exceptional customer service.

Key Responsibilities:

• Provide technical support for desktops, laptops, tablets, mobile devices, printers, and peripherals.
• Respond to help desk tickets, phone calls, and walk-up support requests in a timely manner.
• Diagnose and resolve hardware, software, network connectivity, and application issues.
• Install, configure, and maintain Microsoft Windows operating systems and related software applications.
• Deploy and image computers using established organizational standards.
• Configure and support Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office products.
• Assist with user account setup, password resets, and access management in accordance with organizational policies.
• Support printers, scanners, and multifunction devices.
• Maintain inventory records for IT equipment and technology assets.
• Document support activities, troubleshooting steps, and resolutions within the ticketing system.
• Coordinate hardware repairs, warranties, and vendor support interactions.
• Assist with onboarding and offboarding activities, including workstation setup and equipment recovery.
• Support conference room technology, audio/video equipment, and virtual meetings.
• Follow established cybersecurity and data protection practices.
• Escalate complex issues to senior IT staff when appropriate.
• Participate in after-hours support rotations as needed.
• Travel between organizational locations to provide on-site support when required.

Benefits Overview:

• Medical and Prescription Drug Coverage: Three comprehensive plan options (Buy-up, Base, and High Deductible) through UnitedHealthcare's Choice Plus network, covering various deductibles and out-of-pocket limits. Includes access to telemedicine services via Teladoc.
• Health Savings Account (HSA): Available for employees in the High Deductible Plan with employer contributions and tax advantages.
• Flexible Spending Account (FSA): Options for both healthcare and dependent care FSAs, allowing pre-tax contributions for qualified expenses.
• Dental and Vision Coverage: Dental insurance through Cigna's DPPO network and vision coverage through EyeMed's Insight network.
• Retirement Plan: Pre-tax and Roth 403(b) retirement plans with a 5% employer match starting after 30 days of employment.
• Life and Disability Insurance: Basic Life and AD&D insurance provided at no cost, with the option to purchase additional coverage. Long-term and short-term disability insurance are also available.
• Employee Assistance Program (EAP): Free confidential support for personal and professional challenges, including counseling and crisis intervention.
• Additional Voluntary Benefits: Options for critical illness, accident, hospital care, and pet insurance through MetLife.
• Pay on Demand Available

Holidays:

• Nine paid holidays per year.

Health Requirements:

All employees are required to provide proof of vaccination for Flu, Hepatitis B and Tuberculosis (TB) as part of our commitment to maintaining a safe and healthy workplace.

Application Process:

Interested applicants should submit a resume and cover letter through the JVH career portal at Careers & Education - Jordan Valley. Applications will be accepted on a rolling basis until the position is filled.

Jordan Valley Health is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Required Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field; equivalent work experience may be considered.
• Experience supporting Microsoft Windows environments and familiarity with Microsoft 365 administration and support.
• Valid driver's license and reliable transportation.

Preferred Qualifications:

• 1–3 years of desktop support or help desk experience
• Experience supporting healthcare applications and clinical environments
• Experience with Active Directory, Entra ID (Azure AD), group policies, and endpoint management solutions
• Experience with ticketing systems and asset management platforms.
• Knowledge of cybersecurity best practice.
• CompTIA A+, Network+, or Microsoft certifications.