Helpdesk Technician I

What we offer

Join Great Lakes Medical Imaging LLC as an onsite Helpdesk Technician I in Williamsville, NY. This entry‑level IT role supports both Great Lakes Medical Imaging and Great Lakes Medical Billing, with a competitive hourly rate of USD 22 to 25. You’ll work in a healthcare IT environment that values patient care, high standards, and teamwork.

Educational requirements and a pathway to grow within a collaborative tech team are part of the opportunity, with a focus on practical, hands‑on support to keep daily operations running smoothly.

Responsibilities

• Be the first point of contact for IT support requests submitted by phone, email, ticketing system, or in person.
• Document, categorize, prioritize, track, and update support tickets to ensure timely resolution and clear communication.
• Provide Tier 1 troubleshooting for workstations, laptops, thin clients, mobile devices, printers, scanners, peripherals, and common software issues.
• Assist with basic user account support, including password resets, access requests, MFA issues, and onboarding/offboarding tasks according to approved procedures.
• Perform initial troubleshooting for Clinical and Business Applications, including RIS, PACS, EMPI, billing systems, and other approved platforms.
• Escalate incidents and service requests to internal teams, third-party support, or vendors when issues exceed Tier 1 scope or require elevated access.
• Install, configure, replace, and deploy standard endpoint hardware, peripherals, printers, and approved software under established IT procedures.
• Provide basic network support, including initial troubleshooting of connectivity, Wi-Fi, VPN, printing, and workstation network access issues.
• Follow security and compliance procedures when handling user access, devices, protected health information, and support requests in a healthcare environment.
• Maintain accurate IT knowledge base articles, troubleshooting notes, asset records, and user-facing documentation.
• Assist with hardware, software, IT supply, and spare equipment inventory tracking.
• Support IT projects, device refreshes, application rollouts, and new site or department initiatives as assigned.
• Conduct assigned quality assurance or checklist-based tasks, including workstation readiness, peripheral validation, and basic diagnostic monitor support under direction.
• Meet or exceed assigned service level expectations, KPIs, customer service standards, and documentation requirements.
• Perform other duties as required or assigned to support departmental goals and ensure effective operation of the organization’s technology services.

Requirements

• High school diploma or equivalent.
• 0–1 year of IT helpdesk, desktop support, technical support, or closely related customer service experience.
• Basic understanding of Windows workstations, Google Workspace, printers, peripherals, and common business applications.
• Ability to follow documented procedures, accurately document support activity, and escalate appropriately.
• Strong customer service, communication, prioritization, and problem-solving skills.

Patient care and customer service

• Greet with eye contact and a smile.
• Interact with patients at their pace and level.
• Demonstrate patience and compassion when interacting with patients.
• Act on opportunities to go above and beyond in service delivery.

Quality - strive for excellence

• Share information, knowledge, and expertise with colleagues.
• Ask for, accept, and use feedback to improve outcomes.
• Anticipate and prevent potential problems where possible.
• Be responsible and efficient with Great Lakes resources (time, scheduling, property, equipment, etc.).
• Take personal responsibility for your work area and the quality of your work.
• Look for and act on opportunities for continuous improvement.

Teamwork - perform as one team

• Speak positively about Great Lakes, team members, and patients.
• Recognize and share successes of the Great Lakes Way in action.
• Proactively offer to help others.
• Be flexible and embrace changes with a positive attitude.
• Contribute to a fun, energetic, and positive work environment.
• Practice blameless problem solving, assuming the positive intentions of others.