IT Help Desk Technician

On-site in New Bedford, Massachusetts, the IT Help Desk Technician role centers on delivering frontline IT support to staff, handling account management and hardware and software troubleshooting. This position sits within High Point & Affiliated Organizations and includes after-hours on-call rotations to ensure coverage beyond standard business hours.

Location: New Bedford, MA (onsite)

Salary: $23-$30 per hour

Education: High School Diploma or GED equivalent

Responsibilities

• Serve as the initial point of contact for the IT department via phone or the electronic ticket system.
• Triage technical issues by asking targeted questions and recording relevant details about staff concerns.
• Perform remote troubleshooting using diagnostic techniques to resolve common problems.
• Provide strong customer service in every interaction.
• Guide end users in using the self-service portal to reduce recurring Help Desk requests.
• Create and maintain staff user accounts in Active Directory.
• Create and maintain staff user accounts in the Electronic Health Record Application.
• Disable staff user accounts when required.
• Maintain thorough documentation within each support case.
• Initiate contact and assist end users with their cases in compliance with the IT work order process.
• Escalate cases when an on-site visit is required or when troubleshooting has been exhausted without resolution.
• Diagnose and repair PC hardware.
• Diagnose and repair printer hardware.
• Configure Apple iOS devices using company standards and update iOS on company devices.
• Install Windows operating systems, including past and current versions, and troubleshoot Windows OS issues and errors.
• Configure mobile devices to comply with High Point’s wireless technology standards and encrypt mobile Windows devices.
• Ensure all mobile users sign required paperwork related to mobile use and assigned devices.
• Demonstrate a basic understanding of Windows file security.
• Reset EMR user accounts and troubleshoot Windows local user profile settings; log off Windows users from remote sessions if needed.
• Keep Windows drivers up to date and maintain the IT knowledge base with new installations and troubleshooting steps.
• Place equipment orders and keep the IT asset inventory current for new and existing devices.
• Direct unresolved issues to the next level of support personnel.
• Participate in off-hours on-call support rotations for one week at a time.

Requirements

• Proficient in English.
• Excellent communications, organization, and time-management skills.
• Able and willing to understand and adhere to all corporate policies and IT helpdesk procedures, including SLAs and privacy requirements.
• Strong ability to prioritize support cases based on overall impact.
• Working knowledge of Windows operating systems and basic networking.
• Good understanding of computer systems and mobile devices.
• Able to work on a back-lit monitor during an eight-hour shift.
• Able to participate in week-long after-hours on-call rotations.
• Able to lift up to 50 pounds.

Technologies

• Active Directory
• Electronic Health Record Application
• Windows OS
• iOS
• EMR
• Electronic Ticket system
• Self-service portal