Help Desk Technician

Helpdesk Technician

Patient Advocate Foundation (PAF), a national non-profit, headquartered in Hampton, VA, has been solving insurance and healthcare problems since 1996. Our mission is to provide case management services and financial aid to Americans with chronic, life threatening and debilitating illnesses.

PAF is seeking a Helpdesk Technician to join our IT team here in Hampton, VA. This role is to provide first and second-level technical support to employees across the organization, including remote and onsite staff. This role serves as the primary point of contact for technology-related incidents, service requests, and user support needs. The Helpdesk Technician is responsible for troubleshooting hardware, software, and Microsoft 365-related issues.

The position works collaboratively with internal IT staff and business departments to ensure reliable technology services, support organizational objectives, and maintain compliance with established IT policies, procedures, and security standards.

This role qualifies for a hybrid work schedule, where in-office days will be required due to onsite responsibilities in our Hampton, VA location.

The Ideal Candidate Responsibilities Include:

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, peripherals, and conference room equipment.
• Deliver onsite and remote support to users in a timely and professional manner.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Support conference room technologies, video conferencing systems, and collaboration platforms.

• Utilize the organization's ticketing system to document, categorize, prioritize, track, escalate, and resolve support requests.
• Maintain service levels and response times in accordance with departmental standards.
• Escalate complex issues to senior IT personnel or third-party vendors when appropriate.
• Communicate status updates clearly and effectively to end users throughout the resolution process.

• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, and related services.
• Perform user administration tasks including account creation, account termination, password resets, group membership management, and access assignments.
• Administer and support Microsoft Entra ID (Azure AD), Active Directory, and other authentication systems.
• Assist with Microsoft 365 license management and user provisioning activities.

• Configure, deploy, maintain, and troubleshoot Windows-based computers.
• Provision and deploy devices utilizing Microsoft Intune and PDQ Smart Deploy.
• Install, configure, upgrade, and remove approved software applications.
• Ensure devices comply with organizational security and management standards.

• Maintain accurate inventories of hardware, software licenses, peripherals, and technology assets.
• Coordinate equipment deployment, replacement, recovery, and disposal activities.
• Assist with procurement recommendations for hardware, software, and technology-related supplies.

• Create and maintain technical documentation, standard operating procedures, and knowledge base articles.
• Provide individual and group training related to technology systems, cybersecurity awareness, and software applications.
• Document recurring issues and recommend process improvements.

• Participate in technology rollouts, system upgrades, testing, and implementation projects.
• Collaborate with internal IT teams and vendors to resolve technical issues and improve service delivery.
• Support employee onboarding and offboarding activities, including account provisioning and equipment deployment.

Non-Essential Duties And Responsibilities:

• Ability to lift and carry up to 50 pounds.
• Ability to sit, stand, kneel, reach, stoop, bend, and crawl as required.
• Perform additional responsibilities as assigned.

Additional Skills And Abilities:

• Strong customer service orientation with the ability to communicate effectively with technical and non-technical users.
• Excellent troubleshooting, analytical, organizational, and time-management skills.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Ability to work independently and collaboratively within a team environment.
• Ability to exercise sound judgment and escalate issues appropriately.
• Commitment to maintaining confidentiality and safeguarding organizational information.

Technical Skills:

• Microsoft Windows 11 administration and support.
• Microsoft 365 administration and support.
• Microsoft Entra ID (Azure AD) and Active Directory.
• Microsoft Intune and PDQ Smart Deploy.
• Endpoint management and device lifecycle administration.
• Basic networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Printer, scanner, and peripheral support.
• Remote support tools and technologies.
• Endpoint security, antivirus, and cybersecurity best practices.
• Audio/video conferencing systems and collaboration technologies.

Required Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience.
• Minimum of two (2) years of help desk, technical support, or desktop support experience.
• Demonstrated experience troubleshooting hardware, software, and end-user computing issues.

Preferred:

• Experience supporting Microsoft 365 environments.
• Experience with Microsoft Intune.
• Experience supporting remote and hybrid workforces.

One team, one mission – Are you ready to make a difference?

To Apply: This is an incredible opportunity to join an organization that makes a difference! To apply, please send your resume through our PAF Career Center for consideration.

Our Core Values: Passion for Patients, Equity, Kindness, Accountability, Respect, & Excellence

PAF is an Equal Opportunity Employer

Job Type: Full-Time