Help Desk Technician

Job Summary

To support healthcare IT operations, the full-time remote Help Desk Technician will manage the intake, troubleshooting, and triaging of live issues while monitoring dashboards and responding to alerts, escalating to third-party vendors as necessary.

Key responsibilities

• Troubleshoot and resolve issues within Epic and other application modules based on user reports
• Monitor networking environments and respond to alerts, ensuring adherence to Service Level Agreements (SLAs)
• Communicate consistently with customers throughout the resolution process and manage incident prioritization

Required qualifications

• Associate's degree in Networking and Systems Administration or equivalent experience (1-3 years); Bachelor's degree preferred
• Network+ or Cisco CCNA certification (must be obtained within 6 months if not already held)
• 2+ years of IT Help Desk or customer service support experience preferred
• Familiarity with broadband technologies including MPLS, VPN, and BGP routing
• Exposure to Electronic Health Record systems such as Epic preferred