IT Help Desk Technician

Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

Profit sharing

Vision insurance

About the Role

Summit Radiology is a teleradiology provider supporting hospitals and imaging clinics across multiple states. Our combined IT and informatics team keeps the systems behind clinical imaging running around the clock, and you'll be the team's front door.

As our IT Help Desk Technician, you'll be the first person our staff, radiologists, and client sites reach when something isn't working. You'll answer incoming IT calls, resolve the issues you can, and triage the rest to the right specialist with clear, useful notes. You'll also be the primary owner of our ticket queue: monitoring incoming tickets, making sure every ticket has an owner, and preventing tickets from aging. You'll work alongside experienced engineers in networking, servers, security, and clinical applications, and learn from all of them.

This role is a launchpad. As you build experience and demonstrate proficiency, you'll have opportunities to learn alongside our networking, server, security, and clinical applications teams. For strong performers who develop an interest in one of these areas, this role can provide a path into more specialized IT positions as opportunities arise.

Schedule & Location

Full-time, on-site at our Fort Wayne office

Standard schedule of Monday through Friday, 8:00 AM-5:00 PM ET or 7:00 AM-4:00 PM ET - your preference

No on-call responsibilities

What You'll Do

Answer incoming IT support calls as the primary point of contact during business hours

Provide Tier 1 support for Windows workstations, Microsoft 365, account lockouts and password resets, MFA, BitLocker recovery, printers, peripherals, and other common end-user issues, as well as basic clinical application support (training provided; no healthcare background required)

Triage incoming tickets: assess new issues, capture the essentials (user/device, location, contact information, impact, symptoms, errors, troubleshooting already performed), and assign to an appropriate specialist as needed

Own the health of the ticket queue: monitor aging and unassigned tickets, follow up with ticket owners on stalled items, and confirm resolutions with users before closure

Support walk-ins for IT assistance at our Fort Wayne office

Perform basic network troubleshooting and setup (connectivity checks, guiding remote users through router and equipment resets, workstation VPN installs and troubleshooting, etc.)

Image and stage workstations for deployment: software installation, domain join, and configuration to standard, including moving equipment as needed for staging

Contribute to and help maintain our internal knowledge base as you learn our environment

Assist the team with routine operational tasks (inventory and documentation updates, configuration checklists, equipment prep, etc.)

What We're Looking For

Excellent verbal and written communication. Most of this job is on the phone and responding to tickets, often with non-technical users

Strong problem-solving instincts and a willingness to investigate unfamiliar issues. You won't have a script for everything, but you'll have teammates and resources available when you need help.

Good judgment about when to continue troubleshooting and when to escalate an issue to another team member.

Patience, professionalism, and a genuine service mindset

Familiarity with Windows 10/11 support and the Microsoft product suite

Basic network troubleshooting ability (ping, identifying connectivity vs. application issues, walking a user through physical checks)

Ability to document your work clearly and consistently

Ability to follow security, privacy, and documentation procedures when handling sensitive systems and information.

Nice to Have (Not Required)

Associate's or Bachelor's degree in IT, networking, security, computer engineering, or a related field, or equivalent hands-on experience

Prior help desk, service desk, or customer support experience

Exposure to Windows or Linux server environments

Exposure to networking concepts such as VLANs, routing, and firewalls

Experience with workstation imaging and deployment tools (Intune, PDQ, SCCM, or similar)

Experience in healthcare or another compliance-driven environment

Physical Requirements

Ability to occasionally lift up to 35 pounds (workstations, monitors, peripherals) when staging, relocating, or setting up equipment, with or without reasonable accommodation.