IT Helpdesk Support Specialist

The IT Helpdesk Support Specialist provides Tier 1–2 help desk and desktop support for end users in a fast-paced health care setting. This onsite role in Middletown, RI supports Windows 10/11 environments, mobile devices, VoIP, and ticketed workflows, reporting to the IT Director while managing and resolving technical issues.

Role Overview

This position delivers desktop and help desk support focused on Windows 10/11, hardware troubleshooting, VoIP, and mobile device management. The specialist supports end users, manages help desk tickets, and works through incidents and service requests to resolution.

Responsibilities

• Provide Tier 1–2 help desk and desktop support.
• Support end users efficiently in fast-paced environments.
• Manage tickets.
• Resolve technical issues.

Required Qualifications

• CompTIA A+ required.
• Operating systems support required: Windows 10, Windows 11, Android, and iOS.
• Microsoft O365 focus in Outlook; Microsoft Teams required.
• Mobile Device Management support required for Android and iOS devices.
• Basic networking and connectivity troubleshooting required.
• Bachelor’s degree in Information Science or 2+ years of help desk experience.
• Windows experience: 1 year (Required).

Preferred Skills and Experience

• 1–2 years of experience in healthcare information systems, with homecare preferred.
• Experience supporting users in a customer service, end-user focused environment.
• Ability to work in a detail-rich environment using critical thinking, with follow-up and follow-through.
• Professional written and verbal communication skills.
• Experience facilitating classroom training using various platforms.
• Extensive knowledge of the MS Office Suite, including Microsoft Teams.
• Ability to assist with development and implementation of future technology trainings related to agency information systems.
• Interest in keeping abreast of trends and developments through self-education in information systems.

Technical Skills and Tools

• Desktop Support: hardware and software troubleshooting; imaging; installs and upgrades preferred.
• Help Desk: ConnectWise Ticketing systems; dispatching and reporting; user support.
• VoIP: support and troubleshooting preferred for the 3CX VoIP phone system.
• Ninja: desktop support tool a plus.
• MAAS360: a plus.
• Hardware: PCs, laptops, printers, peripherals, tablets, and iPhones (experience with these is a plus).
• Collaboration and document tools: Microsoft O365 with OneDrive and SharePoint experience a plus.
• MS Office Suite: including Microsoft Teams.
• Certification: CompTIA Network+ also a plus.

Education and Experience

• 2+ years of help desk experience.
• 1–2 years of experience in healthcare information systems; homecare preferred.
• Bachelor’s degree in Information Science (preferred).

Job Details

• Location: Middletown, RI (onsite).
• Schedule: 40 hours per week.
• Status: Salaried, Exempt.
• Benefits: Benefit Eligible.

Compensation

Salary range: USD 55,000 to 65,000 per year.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Requirement

Are you willing to undergo a background check and fingerprinting if hired?

Technology Stack

• Windows 10, Windows 11
• Android, iOS
• ConnectWise Ticketing systems
• VoIP (3CX VoIP phone system)
• Microsoft O365, Outlook, Microsoft Teams
• MAAS360
• Ninja
• OneDrive, SharePoint
• MS Office Suite