Technology Helpdesk Associate

Technology Helpdesk Associate

The Technology Helpdesk Associate serves as the first point of contact for technical support within the healthcare organization. This role is responsible for receiving, documenting, troubleshooting, and resolving end-user technical inquiries related to computer systems, applications, and related technologies. The ideal candidate demonstrates strong customer service skills, technical aptitude, and the ability to operate effectively in a fast-paced, patient-centered environment while maintaining confidentiality and compliance standards.

Duties and Responsibilities

• Answer incoming customer and end-user support calls in a courteous, professional, and timely manner.
• Assist users with questions related to system installation, configuration, usage, and implementation.
• Respond to, investigate, and resolve technical inquiries, concerns, and issues via phone, email, and other communication channels.
• Provide accurate technical and product-related information aligned with organizational standards and healthcare workflows.
• Research, document, and resolve customer complaints and billing-related technical issues when applicable.
• Obtain and document customer feedback to support continuous improvement initiatives.
• Clearly communicate recurring issues, risks, and trends to internal IT and operational teams.
• Accurately document all interactions, actions taken, and resolutions in the designated ticketing or customer database.
• Organize and maintain electronic and physical records, files, and correspondence.
• Maintain a working knowledge of supported systems, applications, and services, including healthcare-specific platforms.
• Prepare reports, summaries, and correspondence as requested by management.
• Perform other related duties as assigned to support departmental and organizational objectives.

Qualifications

• Minimum of two (2) years of related helpdesk, technical support, or customer service experience, or an equivalent combination of education and experience.
• Demonstrated commitment to delivering exceptional customer service.
• Excellent verbal and written communication skills with the ability to convey technical information clearly to non-technical users.
• Proficiency with required computer systems and applications, including but not limited to Active Directory, O365, Azure and Intune.
• Strong organizational skills with the ability to manage competing priorities and workflow effectively.
• High attention to detail and accuracy in documentation.
• Ability to work independently while also collaborating effectively within cross-functional teams.
• Ability to follow written and verbal instructions with consistency and reliability.
• Flexibility and adaptability in a constantly evolving healthcare and technology environment.
• Ability to communicate professionally with individuals at all levels of the organization and from diverse backgrounds.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Bilingual skills are a plus.

Here are just a few things we offer:

• Access to health, dental, and vision insurance
• Health Savings Account
• Eligible for PTO and Holiday pay
• Company paid life insurance.
• Access to voluntary short and long-term disability insurance
• Access to additional life insurance
• Access to Accident and Critical Illness Insurance
• 401K with automatic employer contribution

Medical Specialists of the Palm Beaches, Inc. ("MSPB") is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: MSPB is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at MSPB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. MSPB will not tolerate discrimination or harassment based on any of these characteristics. MSPB encourages applicants of all ages.