IT Desktop Support Technician

The IT Desktop Support Technician role is based on-site in Libby, MT, delivering end-user technology support across desktops, laptops, printers, phones, and network devices within a healthcare setting. The position supports EHR, RIS, and PACS and related applications through on-site, remote, and helpdesk-based assistance. Compensation ranges from USD 18 to 26 per hour and, as a minimum, requires two years of relevant experience. The role also requires CompTIA A+ and Network+; if these certifications are not current, they must be obtained within 180 days of hire.

Responsibilities

• Collaborate with operational leadership and partners to assess and fulfill hardware and software standards aligned with business needs.
• Visit remote locations to check in with managers and users to identify and resolve active technology issues.
• Assist with the installation, relocation, configuration, troubleshooting, and ongoing usability of phones, desktop computers, peripherals, and software.
• Evaluate existing systems to analyze, design, recommend, and implement updates or changes.
• Monitor and maintain computer rooms, maintaining knowledge of each room's equipment configuration and purpose.
• Collaborate with technology vendors to escalate issues and create service requests in the ticketing system, and communicate resolutions to end users.
• Provide end-user support for application functionality and escalate issues as needed.
• Perform desktop and laptop maintenance including operating system refreshes, hardware upgrades, and component replacements.
• Enter, monitor, and close all helpdesk tickets, including issue description, troubleshooting steps, resolutions, and final status.
• Interact with leadership and organizational teams to resolve user issues and deepen understanding of systems, applications, and workflows.
• Maintain up-to-date knowledge of all hardware and systems supported by the IT department by reviewing documentation.
• Follow industry best practices to maintain appropriate levels of network and computer security in alignment with HIPAA regulations; identify deficiencies and coordinate remediation with IT staff.
• Perform preventive maintenance and assist with setup and maintenance of cable management practices.
• Create, modify, and disable user accounts and permissions per approved requests.
• Educate staff and clinicians on computer technologies, security, and best practices.

Requirements

• Exceptional customer service and communication skills.
• Operational experience with Microsoft 365 administration, including users and mailboxes.
• Knowledge of technology solutions across desktops, laptops, printers, file servers, print servers, and networking.
• Solid understanding of computer systems characteristics, features, and integration capabilities.
• Ability to work with multiple technologies and quickly learn new technologies.
• Technical experience with network cabling and switches.
• Strong knowledge of Microsoft Windows operating systems, installation, and connectivity.
• Proven ability to apply technology solutions to business problems.
• Proven aptitude for learning new technologies and developing new programs.
• Highly organized, motivated self-starter with excellent attention to detail.
• Excellent multitasking abilities.
• Ability to adapt to change and manage priorities effectively.
• Excellent written and verbal communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to articulate ideas to both technical and non-technical audiences.
• Strong analytical, evaluative, and problem-solving capabilities.
• Excellent customer service orientation with keen attention to detail.
• Minimum of 2 years of related experience.
• Education: CompTIA A+ and Network+ are required; if not current, certifications must be obtained within 180 days.

Technologies

• EHR
• RIS
• PACS
• Dictation
• Microsoft Office
• Microsoft 365
• Windows operating systems
• File servers
• Print servers
• Networking
• Network cabling
• Switches
• Backup and recovery software
• Adobe Suite
• Word
• Excel
• Outlook
• Helpdesk tracking system

Benefits

• Medical
• Dental
• Vision
• Long-term disability (LTD)
• Life and accidental death and dismemberment (AD&D) insurance
• 403(b) retirement plan with employer match

Schedule

• Based on the needs of the department
• Monday to Friday, 8 am to 5 pm