Help Desk Technician

Med Center Health is looking for a Help Desk Technician to join its onsite IT team in Bowling Green, Kentucky. This role is centered on delivering reliable end-user support across multiple channels, quickly diagnosing and resolving hardware and software issues, and keeping PC hardware, peripherals, and printers performing at peak levels. The position supports a range of sites and requires hands-on collaboration with IT colleagues to maintain smooth operations.

Position summary

Under general direction, the technician provides technical support to end users with a strong focus on customer service, expertise, and timely responses to sustain productivity. The role covers installing, diagnosing, repairing, maintaining, and upgrading PC hardware, peripherals, printers, and related equipment to ensure optimal performance, with issues addressed via phone, remote access, in person, or email.

Responsibilities

• Deliver end-user technical support with a high level of service, expertise, and promptness to keep users productive and satisfied.
• Investigate and resolve software and hardware problems over the phone, remotely, in person, or by email.
• Install, diagnose, repair, maintain, and upgrade PC hardware, peripherals, printers, and other equipment for optimal performance.
• Handle incoming help requests from end users in person, by phone, remotely, and via email in a courteous manner.
• Assist in resolving user computer, printer, and communication issues across the organization’s sites to provide timely solutions.
• Escalate problems to appropriately experienced technicians or other IT staff when needed.
• Support fellow IT staff in resolving end-user issues as required.
• Triages calls to route issues to the correct resources.
• Coordinate problem resolution with Technical Support Specialists, Network and Systems Administrators, Application Analysts and Programmers, and Telecommunications personnel.
• Ensure reported problems are properly resolved before ticket closure.
• Conduct follow-up communications to confirm user satisfaction and address remaining needs.
• Share relevant information with management, peers, and users to support efficient operations.
• Maintain materials, inventory, records, storage, and equipment in an organized manner.
• Document the help desk process in the work order system from initial report through final resolution.
• Adhere to data protection procedures and security practices.
• Monitor and restrict access to sensitive areas such as Classroom 1, the Help Desk, and the Data Center.
• Access software updates, drivers, knowledge bases, and FAQs to aid in problem resolution.
• Learn and apply the software and hardware used and supported by the organization, including Meditech modules.
• Troubleshoot and install various programs and know who to contact for unresolved issues.
• Perform preventive maintenance on workstations, printers, and peripherals when appropriate.
• Test fixes to ensure problems are resolved and conduct post-resolution follow-ups with users.
• Provide onsite analysis, diagnosis, and resolution of moderate PC and peripheral problems, recommending and implementing hardware solutions.
• Track vendor supplied service parts for equipment under repair and order parts as needed via the manager while safeguarding equipment and parts according to policy.
• Monitor IT equipment and systems, identifying and correcting errors with minimal supervision.
• Locate and reboot servers as needed and assist with network line adjustments as directed by Network staff.
• Ensure system information accuracy and troubleshoot discrepancies to maintain data integrity.
• Perform routine database analysis tasks and related transfers as required, and download BAR batches per directive.
• Inform IT management of problems and provide instruction on proper use of peripheral equipment, including LCDs, PCs, and printers, with replacements as necessary.
• Train or retrain users on procedures, data input/output, software capabilities, and software interaction to maximize system efficiency.
• Maintain current knowledge of relevant products and support policies to deliver technically accurate solutions.
• Keep precise records of all repairs and report findings to appropriate IT staff and management.
• Participate in team projects that enhance the quality and efficiency of help-desk services, and rotate on-call duties as required.
• Ensure personal pagers, e-mail, and phones remain operational for effective communication.

Requirements

• Associate's degree in computer science, information systems, or closely related field (or two-year technical degree or equivalent in a computer-related field; or two years of related technical experience; or currently enrolled and pursuing an associate or bachelor’s degree in CS, CIS, or related field).
• CompTIA A+ and Dell Parts Direct Warranty certification required within 1 year from hire or placement.

Technologies

• Meditech modules
• Work order software

Minimum qualifications

Education: Associate-level work in CS, CIS, or a closely related field is preferred. Certifications: CompTIA A+ and Dell Parts Direct Warranty certification must be obtained within 12 months of hire or placement. Experience: Two years of related technical experience may substitute for formal education, or an equivalent combination of education and experience.