IT Helpdesk/Support Technicians [Tier 1/2] (FS) at Helpware

Position Overview:

The IT Helpdesk Support provides technical support to healthcare clients in a designated metro area, assisting end users remotely and on site to keep systems and devices running smoothly. Strong customer service skills, a passion for technology, and flexibility for in‑person support are essential.

Primary Responsibilities:

· Respond to user inquiries and technical issues via phone, email, or remote tools in a timely and professional manner.

· Diagnose and resolve hardware and software problems, escalating issues as needed to higher-level support teams.

· Provide technical support for various operating systems, applications, and devices used in healthcare settings.

· Install, configure, and update software applications, patches, and operating systems.

· Collaborate with clients onsite to troubleshoot and resolve complex technical issues that cannot be addressed remotely.

· Perform hardware maintenance, including diagnosing and replacing faulty components.

· Assist with the setup and configuration of new workstations, peripherals, and devices.

· Create and maintain documentation of technical procedures and solutions.

· Escalate unresolved issues to appropriate internal teams or vendors and follow up until resolution is achieved.

· Stay updated with the latest technology trends and best practices in the healthcare IT sector.

Qualifications:

● 3+ years of experience as a PC/Help Desk Technician or in a similar technical support role.

● Strong knowledge of Windows and Mac (nice to have) operating systems.

● Familiarity with common healthcare software applications and systems is a plus.

● Basic understanding of networking concepts, including TCP/IP, DHCP, and DNS.

● Excellent problem-solving and analytical skills with the ability to think logically and critically.

● Exceptional communication skills, both written and verbal, with a customer-centric approach.

● Ability to work independently as well as collaboratively within a team.

● Relevant certifications such as CompTIA A+, CompTIA Network+, or applicable

● Microsoft certifications preferred.