Helpdesk Analyst

In this onsite help desk role, you will support corporate office and facilities by triaging, troubleshooting, and driving support requests to resolution while meeting HIPAA and company security standards.

Responsibilities

• Receive and respond to support requests via phone, email, and the ticketing system; log, prioritize, and track each issue through completion
• Troubleshoot hardware, software, printers, and connectivity problems for corporate and facility users using remote and on-site support
• Perform identity and access support tasks including password resets, account unlocks, and user access management in Active Directory and Microsoft 365
• Provision new hires by setting up accounts, devices, and system access; remove access for employees when they leave
• Image, configure, and deploy laptops, desktops, mobile devices, and related peripherals
• Assist users with business and clinical applications, including EHR and UKG
• Escalate complex problems to Level 2/3 support or vendors with clear and complete documentation
• Create and maintain knowledge base articles and how-to guides for common issues
• Handle sensitive information responsibly and consistently follow HIPAA and company security standards

Requirements

• High school diploma or equivalent required
• Associate’s degree or coursework in IT or a related field preferred
• 0–2 years of help desk, IT support, or technical customer service experience; internships, school, and military IT experience count
• Working knowledge of Windows 10/11, Microsoft 365, and basic networking concepts including DNS, DHCP, Wi-Fi, and VPN
• CompTIA A+, Network+, or Microsoft certifications are a plus but not required
• Ability to explain technical issues calmly and clearly to non-technical users
• Strong organization and follow-through to ensure no ticket is left unresolved
• Healthcare IT experience is a bonus

Technology Stack

• Active Directory, Microsoft 365
• Windows 10, Windows 11
• DNS, DHCP, Wi-Fi, VPN
• EHR, UKG

Benefits

• Competitive Wages
• Elite Low Cost Gold Plan Blue Cross Blue Shield Health Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• 401K with company match
• Paid Holidays
• Paid Vacation

Location: Tuscaloosa, AL (onsite)