Helpdesk Technician

The Helpdesk Technician role provides first level IT support and user assistance on site at the Caron Treatment Centers Wernersville campus. The position covers deployment, troubleshooting, and incident management to support daily operations and end-user productivity.

Responsibilities

• Deliver initial technical support by addressing inquiries, diagnosing issues, resolving problems, and escalating IMS requests received by phone or through the IMS ticketing system in line with department policies and service standards to restore business operations promptly.
• Accurately collect, document, prioritize, and track all incidents, service requests, troubleshooting steps, user interactions, communications, and resolutions within the ITMS platform to ensure clear issue history and effective communication.
• Maintain awareness of cybersecurity best practices and comply with organizational and departmental security standards, reporting suspicious activity, phishing attempts, policy violations, and other security risks as appropriate to safeguard the organization.
• Identify issues needing advanced intervention and escalate tickets to Helpdesk Technician II staff or a supervisor when needed, providing complete documentation and troubleshooting history to support timely resolution.
• Configure, deploy, maintain, troubleshoot, and support end-user technologies such as Windows workstations, laptops, IP phones, printers, wireless devices, A/V systems, cable TV systems, corporate-owned patient devices, approved personal devices, and other technologies used throughout the organization.
• Provide hardware and software assistance, user orientation, and basic technology training to employees and authorized users to boost adoption and operational effectiveness.
• Participate in proactive infrastructure monitoring, routine system checks, and preventative maintenance, documenting issues and escalating items requiring further intervention to sustain reliability and uptime.
• Create, update, and maintain technical documentation, knowledge base articles, and support procedures for internally and externally developed applications and processes to improve consistency and efficiency.
• Maintain accurate inventory records and lifecycle tracking for IMS managed hardware, software, peripherals, and related assets to support planning, compliance, and accountability.
• Assist with the setup, operation, support, retrieval, and maintenance of technology equipment used for internal and external meetings and events, including laptops, projectors, televisions, sound systems, and other A/V technologies.
• Participate in the departmental after-hours support and on-call rotation in accordance with policy.
• Assist with urgent technology incidents, outages, and service-impacting events during regular operations to support organizational continuity.
• Support IMS staff with administrative and operational duties as assigned to help ensure smooth day-to-day operations and progress on departmental initiatives.
• This description reflects essential functions as determined by management and may be revised as needed.

Requirements

• High school diploma is required.
• CompTIA A+ certification must be obtained within the first year of employment.

Technologies

• Windows workstations
• Laptops
• IP phones
• Printers
• Wireless devices
• A/V systems
• Cable television systems
• Corporate-owned patient devices
• Approved personal devices
• IMS ticketing system
• ITMS platform

Benefits

• Generous paid time off
• Company-paid life and disability insurance
• Professional growth and development opportunities
• Tuition reimbursement
• Competitive 401(k) plan
• Medical insurance
• Dental insurance
• Vision insurance

Education and Experience Qualifications

• High School diploma is required.
• Preferred: an associate degree in Computer Science (two years) or another relevant technical credential; equivalent certifications or job experience may substitute for formal education.
• Preferred: one year of hands-on experience working as a Help Desk technician.
• CompTIA A+ certification is preferred and must be obtained within one year of hire.
• Experience with hardware and software in a networked environment is preferred.
• If the candidate has a recovery background, one year of continuous sobriety is preferred.

Physical Requirements

• Manual dexterity with repetitive use of hands and fingers.
• Ability to stand, walk, and sit for up to four hours at a time.
• Frequent bending and reaching for up to eight hours daily.
• Ability to lift approximately 50 pounds to waist level or 15 pounds overhead.

Knowledge, Skills and Attributes

• Thorough knowledge of Microsoft Windows and Microsoft Office.
• Understanding of basic computer hardware, networking concepts, network security, and A/V systems.
• Commitment to delivering outstanding customer service.
• Strong verbal and written communication skills.
• Ability to work independently or as part of a team.
• Professional conduct and demeanor.
• Solid organizational skills to manage workloads and meet goals.