Help Desk Technician

Urology of Virginia PLLC is seeking a Help Desk Technician to provide frontline support for a specialty healthcare practice in Virginia Beach, VA. In this onsite role, you will troubleshoot end-user technology issues, manage tickets from intake through resolution, and support secure technology administration while documenting outcomes for clinic operations.

Key Responsibilities

• Answer calls, emails, portal requests, and other authorized requests for technical assistance
• Triaging and resolving incidents involving computers, applications, logins, printers, scanners, phones, mobile devices, and connectivity
• Own assigned tickets through resolution or appropriate escalation, providing timely updates and professional follow-through
• Document troubleshooting steps, time spent, user communication, equipment details, and final resolutions accurately
• Identify outages, security concerns, recurring issues, or problems that could impact clinical operations, and escalate promptly
• Install, configure, maintain, replace, and troubleshoot Windows workstations, laptops, mobile devices, and peripherals
• Support workstation deployments, employee onboarding and offboarding, office moves, equipment swaps, and technology rollouts
• Perform assigned account and device administration using approved procedures in Active Directory, Entra ID, and Microsoft 365
• Assist users with passwords, multifactor authentication, Microsoft 365 applications, and approved application access
• Maintain asset records and support equipment inventory, including loaners, shipping, receiving, repairs, warranty claims, and returns
• Create and improve knowledge articles, setup instructions, troubleshooting guides, and standard operating procedures
• Protect confidential information and follow HIPAA, organizational security standards, and least-privilege practices
• Recognize and report suspected phishing, malware, unauthorized access, or potential data exposure
• Coordinate with internal IT staff, the managed service provider, application owners, and technology vendors
• Participate in projects, testing, user education, and scheduled after-hours or on-call support

Required Qualifications

• One to three years of help desk, desktop support, technical support, or related hands-on experience
• Working knowledge of Windows 11, Microsoft 365 applications, desktop and laptop hardware, mobile devices, printers, scanners, and common peripherals
• Experience working in a ticketing system with accurate time entry and clear technical documentation
• Exposure to Entra ID, Microsoft Intune, Windows Autopilot, Exchange Online, Teams, SharePoint, or OneDrive
• Basic hands-on familiarity with Active Directory user and computer administration
• Foundational networking knowledge, including IP addressing, DNS, DHCP, Wi-Fi, and connectivity troubleshooting
• Strong customer service, organization, troubleshooting ability, and written and verbal communication skills
• Judgment to manage multiple priorities, follow established procedures, protect confidential information, and escalate appropriately
• Ability to travel between supported locations for routine equipment installation, movement, and replacement tasks

Technologies

• Windows 11
• Microsoft 365
• Active Directory
• Entra ID
• Microsoft Intune
• Windows Autopilot
• Exchange Online
• Teams
• SharePoint
• OneDrive
• HIPAA
• Multifactor authentication
• IP addressing, DNS, DHCP, Wi-Fi

Compensation and Benefits

• Competitive pay: $20.00 to $24.00 per hour
• Medical, dental, and vision insurance
• 401(k) with Profit Sharing
• Paid time off and paid holidays
• Employee Assistance Program (EAP)
• Professional development opportunities
• Supportive and collaborative work environment

Preferred Experience and Skills

• Experience supporting healthcare, clinical workflows, or another regulated environment
• Familiarity with EHR, imaging, laboratory, patient communication, telephony, or other healthcare technology systems
• CompTIA A+, Network+, Microsoft fundamentals, or another relevant certification completed or in progress
• A track record of independent learning, improving documentation, and looking beyond the immediate ticket