Help Desk Support Tech II

Job Description

Job Description

Overview

Analyze technical problems and provide effective support, assistance, and guidance, to both MedQuest users and various IT departmental teams, to resolve technology issues. Responsible for delivering a high level of customer service while ensuring incidents, actions taken, and resolutions are accurately documented. Core Support Technicians serve as skilled troubleshooters, independently diagnosing and resolving incidents assigned, and identifying appropriate solutions for MedQuest technology needs. The Help Desk Support Technician (Level 2) also develops technical documentation, procedures, and training materials to support consistent service delivery. Core Support Technicians provide dedicated hyper-care support for joint venture implementation, including training and guidance on the proper and effective use of computer hardware, software, and technology solutions. This role also participates in scheduled hardware lab rotation activities to support device preparation, testing, configuration, refresh, and readiness for deployment across MedQuest locations.

Responsibilities

• Ensure continuity and reliability of technology services for users across MedQuest centers, including systems and devices operating within the enterprise technology environment.
• Assess, troubleshoot, and resolve hardware, software, connectivity, application, and peripheral issues. Determine when vendor repair or escalation is necessary and coordinate with appropriate vendors and IT teams to facilitate resolution and minimize disruption to operations.
• Respond to calls, electronic communications, service requests, and assigned incidents from MedQuest employees and IT teams seeking technical assistance. Analyze reported issues by gathering relevant information, asking effective diagnostic questions, identifying root causes when possible, and guiding users through effective resolution steps.
• Provide technical support and dedicated hyper-care for technology implementations, system deployments, center openings, technology transitions, and post-implementation support activities, including technology deployment, issue resolution, end-user readiness, and operational stabilization.
• Assist with the implementation, configuration, troubleshooting, and ongoing support of teleradiology technologies and associated workflows.
• Install, configure, test, deploy, and support approved computer hardware, software, peripherals, mobile devices, and other technology solutions in accordance with established IT standards and procedures.
• Participate in scheduled hardware lab rotation responsibilities, including preparing, imaging, configuring, testing, validating, inventorying, and staging workstations, peripherals, and other approved technology equipment for deployment, replacement, or repair.
• Provide guidance and technical assistance for hardware, software, application, and workflow-related questions that are not adequately addressed through existing documentation or established support resources.
• Create and maintain technical documentation, troubleshooting procedures, knowledge articles, and training materials to improve knowledge sharing, support consistency, and effective issue resolution.
• Accurately document incidents, troubleshooting activities, actions taken, escalations, and resolutions within the appropriate service management system to maintain complete and reliable support records.
• Collaborate with other IT teams, vendors, and business stakeholders to troubleshoot complex issues, facilitate escalations, and support the timely resolution of technology-related problems.
• Identify recurring technical issues, service trends, knowledge gaps, or opportunities for process improvement and communicate findings to appropriate IT teams and leadership to improve service quality and operational effectiveness.
• Support software deployments, technology refresh initiatives, and operational readiness activities as assigned.
• Participate in scheduled shift coverage, which may include evenings, weekends, and overtime as required to meet operational and implementation support needs.
• Participate in an on-call rotation and provide after-hours technical support during assigned periods as directed by management.
• Perform other related duties and responsibilities as assigned by management

Qualifications

Education: 

• 2-5 years of help desk, desktop support, or technical support experience
• Associate's or Bachelor's degree preferred, or equivalent experience
• CompTIA A+ or similar certification preferred

Desired Qualifications: 

• Strong logical, analytical, troubleshooting, and problem-solving skills, with the ability to independently assess technical issues and identify effective solutions.
• Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 applications, computer hardware, peripherals, mobile devices, and commonly used enterprise technology solutions.
• Working knowledge of networking concepts, connectivity, telecommunications systems, Active Directory/Entra ID, endpoint management, and related technologies.
• Ability to troubleshoot and support hardware, software, operating system, peripheral, connectivity, application, and mobile device issues across a variety of technology environments.
• Strong customer service orientation with the ability to provide professional, responsive, and effective technical support to end users and internal IT teams.
• Excellent interpersonal, verbal, and written communication skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
• Ability to develop and maintain technical documentation, troubleshooting procedures, knowledge articles, and end-user training materials.
• Ability to train, guide, and support end users in the effective use of technology solutions and business applications.
• Ability to collaborate effectively with IT teams, vendors, and business stakeholders to troubleshoot issues, coordinate escalations, and support technology implementations and operational initiatives.
• Ability to provide effective technical support in fast-paced operational, implementation, and post-go-live support environments, including identifying, prioritizing, and resolving issues that may impact business operations.
• Ability to manage multiple concurrent incidents, service requests, projects, and implementation-related activities while effectively prioritizing work based on urgency, impact, and business needs.
• Demonstrated attention to detail and commitment to maintaining accurate documentation of incidents, troubleshooting activities, actions taken, and resolutions.
• Ability to work independently, exercise sound judgment, and recognize when issues require escalation or collaboration with other technical resources.
• Demonstrated commitment to continuous learning and maintaining knowledge of emerging technologies, support tools, and industry best practices.
• Experience supporting healthcare, imaging, or other highly regulated environments preferred.