IT Help Desk Technician 1

Entry-level IT Help Desk Technician I, onsite in Bellevue, WA, delivering first-line support for hardware, software, and network issues.

Responsibilities

• Act as the initial contact for end users seeking technical help via phone, email, or the ticketing system.
• Troubleshoot and resolve common hardware, software, and network problems.
• Escalate more complex issues to advanced support when necessary.
• Install, configure, and maintain desktops, laptops, printers, and mobile devices.
• Assist with software deployments, updates, and regular maintenance tasks.
• Help internal and external users with system access, usage, and business process questions.
• Record support activities, resolutions, and updates in the ticketing system.
• Update internal documentation and processes.
• Maintain an inventory of IT equipment and supplies.
• Assist with user account management using Active Directory and Azure Entra ID, including activation, deactivation, and password resets as needed.
• Handle printer tasks such as installation, toner replacement, and error troubleshooting.
• Maintain a minimum 40 hour workweek, Monday through Friday, 8:00 AM to 5:00 PM, at the Bellevue Corporate Office, not including after-hours work unless required by the company.
• Perform other duties and special projects as assigned.
• Prepare workstations for new hires, deploying hardware and software as required.
• Set up and remove user accounts for IT systems as required.
• Troubleshoot hardware and software issues as needed.
• Collaborate with external vendors on escalated support tickets.
• Create or compile reports for management as required.
• Manage Windows updates and other security updates on user workstations.
• Assist with system maintenance and testing outside standard business hours as needed.
• Participate in on-call rotations to support IT needs around the clock.
• Collect user feedback and propose technology-driven improvements to management to optimize workflows.
• Set up, configure, and deploy iPads to clinical and administrative teams.
• Ensure iPads connect to secure Wi-Fi networks and troubleshoot connectivity issues.
• Provide on-site IT support to staff, covering basic iPad functionality and app assistance.
• Monitor device performance and escalate hardware or software issues as needed.
• Document technical procedures and maintain an asset inventory.
• Collaborate with IT and clinical teams to ensure devices comply with security and regulatory standards.
• Support routine updates, reconfigurations, and redeployments of mobile devices as required.
• Execute manual and automated test cases under guidance from senior QA staff.
• Document and report test results clearly and accurately.
• Identify and track software defects using Jira, Bugzilla, or Azure DevOps.
• Re-test fixes to verify defect resolution.
• Review functional and technical requirements to confirm testability.
• Help identify unclear or incomplete specifications.
• Collaborate with developers, business analysts, and other QA team members.
• Participate in agile ceremonies including stand-ups, planning, and retrospectives.
• Create and maintain test cases, scripts, and data.
• Update documentation to reflect changes in features or requirements.
• Help set up and maintain QA test environments.
• Ensure test environments mirror production conditions where applicable.
• Promote QA best practices and contribute to ongoing improvements in testing processes.
• Keep up to date with software testing tools and trends.
• Support QA automation by maintaining or executing test scripts as directed.
• Learn and use basic automation frameworks and tools.
• Perform regression testing to validate functionality after code changes.
• Ensure previously functioning features remain stable.
• Conduct basic UI and UX checks to identify inconsistencies, broken elements, or usability issues.

Requirements

• Requires a high school diploma or equivalent; an Associate degree or IT certifications (for example, CompTIA A+ or Network+) are preferred.
• 0 to 2 years of experience in technical support or IT helpdesk roles.
• Foundational knowledge of Windows and Mac operating systems.
• Familiar with basic server and network concepts, with the ability to boot and restart servers and network devices and perform low complexity network tasks.
• Advanced proficiency with Windows operating systems.
• Experience using Microsoft Office 365, Active Directory, and common business applications.
• Experience with Active Directory and/or Azure Entra ID.
• Basic PC troubleshooting skills.
• Basic printer knowledge and troubleshooting abilities.
• Experience supporting Apple iOS devices in an enterprise or healthcare setting is preferred.
• Familiarity with Bluetooth and wired audio device pairing.
• Strong communication and customer service skills.
• Ability to work independently and respond quickly to on-site support needs.
• Comfortable working in a hospital environment, including patient-facing areas.
• Professional work ethic and integrity when handling confidential information.
• Ability to prioritize tasks and work efficiently under pressure.
• Willingness to learn and adapt in a dynamic environment.
• Experience with Mobile Device Management systems such as Jamf or Intune is preferred.
• Knowledge of HIPAA and healthcare data handling best practices is preferred.
• Previous experience in a hospital or clinical support role is preferred.

Technologies

• Active Directory
• Azure Entra ID
• Windows OS
• Microsoft Office 365
• Jira
• Bugzilla
• Azure DevOps
• iPads
• Apple iOS
• Jamf
• Intune
• MDM

Physical Requirements

• The employee is regularly required to talk or hear.
• The employee is regularly required to work on a computer and to read from a computer screen for long periods of time.
• The employee is frequently required to stand, walk, use hands to finger, handle or feel, reach with hands and arms, and kneel, squat, and crawl in confined spaces.
• The employee may be required to lift and carry computer components up to 50 pounds frequently, with or without assistance.