Help Desk Technician

Magnolia Regional Health Center is seeking a Help Desk Technician to deliver reliable, end-to-end support for employees and patients. This onsite role in Corinth, MS focuses on helping people get back to work quickly through strong incident resolution, clear communication, and thoughtful follow-through. You will serve as a key point of contact for help desk requests across application software and infrastructure components.

What you’ll do

• Handle basic to intermediate IT help desk incidents and requests reported to the I.T. Help Desk.
• Perform initial assessment and triage, researching basic issues related to application software and infrastructure components.
• Gather information through customer conversations and by using support tools, and involve additional I.T. support staff when needed.
• Resolve issues within your scope, and when problems fall outside your responsibility, escalate to other I.T. service resources and vendor software and hardware service desks.
• Use the appropriate categories for logging incidents and requests.
• Support a positive customer experience by building strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating progress promptly, and maintaining a professional attitude.
• Provide a single point-of-contact and ensure the customer receives an end-to-end experience from identification through resolution.
• Log and track incidents and requests through closure, including follow-up with other I.T. support staff to confirm resolution, request completion, and customer communication.
• Document resolutions and update self-help and staff knowledge bases.
• Build facility-specific product knowledge to improve first-contact resolution.
• Provide after-hours and on-call support as needed.
• Maintain loaner equipment inventory by completing loan out sheets, updating the loaner equipment calendar and HelpStar, and contacting users about past due equipment returns.

What we’re looking for

• High school diploma or GED required; Associate’s degree in an IT-related field preferred.
• 1+ years of experience working in information technology.
• Competency with the MS Office Suite.
• Competency supporting Windows PC hardware, printers, and remote desktop.
• Strong analytical skills.
• Ability to learn customer support processes and techniques.

Tools you’ll use

• MS Office Suite
• Windows PC hardware
• Printers
• Remote desktop support
• HelpStar