IT Helpdesk Technician

IT Helpdesk TechnicianHybrid, Primarily In-Office (North Bethesda, MD)Reports To: IT ManagerExpion Health is building the future of pharmacy economics. As architects of prescription economics, we design how pharmacy value is created - aligning cost, clinical decisions, and performance into one accountable system that moves beyond rebates. We help organizations stay ahead of market change with clear insight, bold thinking, and strategies built for what's next.The RoleYou'll be the friendly, capable face of IT - the first call when something isn't working and the reason your colleagues walk away with their day back on track. While this is a hybrid position based primarily in our North Bethesda office, you'll support our team in person and back up remote employees across the country, troubleshooting hardware, software, and network issues with patience and skill. Whether you're setting up a new hire's laptop, walking a remote teammate through a fix over chat, or spotting patterns that point to a bigger improvement, your work directly shapes how productive and supported our people feel every day.You'll be on site 2 to 3 days a week, with in-office days rotating among members of the IT team. Occasionally, such as for in-person events, additional on-site days may be needed, up to 5 days a week.What You'll DoProvide hands-on and remote technical support across the organizationRespond to user requests by phone, email, and ticketing system with professionalism and careDiagnose and resolve hardware, software, and network issuesWalk users through clear, step-by-step solutionsEscalate the trickier puzzles to senior team members when neededDocument issues and resolutions to make life easier for the whole teamCreate and maintain knowledgebase articles in FreshServiceMaintain inventory of IT equipment and keep records accurateSupport onsite equipment like monitors, TVs, tablets, and printersOwn onboarding and offboarding - account provisioning and de-provisioning in Microsoft 365 / Entra ID (including license assignment), device setup and distribution, device retrieval, and re-deploymentManage ongoing user account needs in Microsoft 365 / Entra ID, including password resets, MFA support, group membership, and license changesInstall, configure, and maintain computer systems and applications, including device enrollment and support through Intune and IruWhat We're Looking ForAssociate's degree in IT or a related field (or equivalent experience)1–3 years in a helpdesk or technical support roleStrong analytical and troubleshooting instinctsExcellent written and verbal communicationComfort working independently and as part of a hybrid teamSystems KnowledgeWorking knowledge of Microsoft 365 and Entra ID, including SharePoint and OneDriveFamiliarity with Zscaler (ZIA - Internet Access, ZPA - Private Access and ZDX - Digital Experience)Hands-on experience with mobile device management (MDM) solutions, such as Microsoft Intune and IruFamiliarity with AI assistants such as Claude and Microsoft CopilotExperience with service desk platforms for ticketing and knowledgebase management (FreshService preferred)Other KnowledgeWorking knowledge of networking fundamentals (TCP/IP, DNS, DHCP)Familiarity with network hardware, particularly Ubiquiti equipmentFamiliarity with network video recorders, particularly Ubiquiti equipmentProficiency with operating systems: Windows 11, macOS 26/27, and iPadOS 26/27Bonus points forExperience supporting hybrid workforces and remote collaboration toolsFamiliarity with IT asset management and inventory platformsExperience with Active Directory and identity management tools, including SSO, MFA, and conditional access policies in Microsoft Entra IDUnderstanding of cybersecurity best practices and endpoint protectionA knack for writing clear technical documentation and user guidesGenuine customer-service mindset, especially with non-technical usersWhy Expion, Why NowPharmacy economics is at an inflection point, and the organizations getting it right are the ones moving fastest. Expion is leaning into that moment - investing in our technology, our people, and the tools that make our teams faster, smarter, and more connected. That's where you come in. As we scale, our employees need IT support that's responsive, thoughtful, and ready to grow with them. This role isn't about closing tickets in the background; it's about being a visible, valued partner who keeps our workforce moving so that we can focus on the work that changes the industry.Our values say it best: Build boldly, improve relentlessly . If that resonates with how you want to work, we want to talk.Benefits & PerksMedical, dental & vision insuranceHSA & FSA optionsShort & long-term disabilityLife Insurance and AD&D401(k) with company matchPaid Time OffPhone & internet allowanceWellness benefits, including access to GLP-1 weight loss programTown halls & direct access to executive leadershipA company that is genuinely investing in AI - and in you!Expion Health is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.