IT Help Desk Technician

Employee Type FT Non-Exempt Company Overview: Summit Spine and Joint Centers (SSJC) is on track to become the largest comprehensive spine and joint care provider in the Southeast while providing the highest quality clinical, surgical, and imaging services to our patients. We are seeking a dependable and detail-oriented IT Help Desk Technician to join our internal IT team. The ideal candidate will have 1–3 years of experience providing technical support in a corporate environment, with strong troubleshooting, organizational, communication, and customer service skills. This position will serve as a primary point of contact for employees experiencing technical issues and will play an essential role in supporting new hire onboarding, equipment coordination, system access, and day-to-day IT operations across multiple company locations. The IT Help Desk Technician will be responsible for ensuring assigned support requests and onboarding tasks are completed accurately, efficiently, and within established timelines. Key Responsibilities Technical Support: Provide Tier 1 and basic Tier 2 technical assistance to employees experiencing hardware, software, network connectivity, and system access issues. Help Desk Ticket Management: Receive, document, prioritize, track, and resolve IT support requests through the company's ticketing system, ensuring timely responses, follow-up, and resolution. New Hire Onboarding Support: Coordinate with Human Resources, IT leadership, and hiring managers to ensure all assigned IT onboarding tasks are completed accurately and on time, including equipment preparation, system access, account setup, and workstation readiness prior to the employee's start date. Onboarding Task Coordination: Monitor onboarding tickets, track outstanding requests, provide regular status updates, and proactively communicate or elevate potential delays to ensure new hires have the necessary equipment and system access on their first day. Employee Offboarding Support: Assist with disabling employee system access, coordinating equipment returns, and maintaining accurate records of company-issued technology upon separation. Hardware and Software Support: Install, configure, troubleshoot, and maintain desktops, laptops, printers, monitors, and other company-issued equipment. User Account Management: Assist with creating, updating, and disabling employee accounts, password resets, and access permissions across company systems. Microsoft 365 Support: Troubleshoot common issues involving Outlook, Teams, Microsoft Office applications, and other Microsoft 365 services. Network Connectivity: Diagnose and resolve basic network, Wi-Fi, VPN, and internet connectivity issues, escalating complex technical concerns when necessary. Phone System Support: Assist employees with corporate phone systems, including equipment setup, troubleshooting, and basic configuration. Equipment Inventory and Distribution: Maintain accurate records of IT equipment, assignments, shipments, deliveries, returns, and inventory to ensure proper tracking and accountability. System Maintenance: Perform routine software installations, system updates, security patches, and basic preventive maintenance. Security and Compliance: Follow company IT security policies and healthcare privacy requirements, including HIPAA, to protect sensitive company and patient information. Documentation and Reporting: Maintain accurate documentation of technical issues, troubleshooting procedures, equipment assignments, onboarding activities, and completed support requests. Communication and Collaboration: Work closely with IT leadership, Human Resources, department managers, and other team members to coordinate technical support, provide updates, and address operational needs. Issue Escalation: Identify technical issues or outstanding requests requiring advanced support and upgrade them appropriately while maintaining communication and accountability through resolution. Additional Duties: Perform other IT support and technical responsibilities as assigned. Qualifications Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent professional experience will be considered. 1–3 years of experience in an IT help desk, desktop support, or technical support role. Experience troubleshooting Windows operating systems, computers, printers, and common workplace software. Working knowledge of Microsoft 365 applications, including Outlook, Teams, Word, and Excel. Basic understanding of network connectivity, Wi-Fi, VPN, DNS, DHCP, and TCP/IP. Experience using an IT help desk ticketing system to document, track, prioritize, and resolve technical support requests. Familiarity with user account administration, password resets, and access management. Experience supporting employee onboarding, workstation setup, and IT equipment distribution preferred. Strong organizational and time management skills with the ability to manage multiple support requests and meet established deadlines. Ability to proactively identify potential delays, communicate concerns, and follow through on assigned tasks. Excellent verbal and written communication skills with a customer-service-oriented approach. Ability to explain technical information clearly to employees with varying levels of technical knowledge. Strong problem-solving skills, attention to detail, and the ability to work independently or collaboratively. Experience with corporate phone systems preferred. Ability to travel to various company locations as needed. Previous experience supporting a healthcare organization and familiarity with HIPAA requirements preferred. Relevant certifications, such as CompTIA A+, Network+, or Microsoft certifications, are a plus. #J-18808-Ljbffr Surgical Center Solutions, LLC