Support Jobs in Williamsville, NY

1 job found

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20d ago

Helpdesk Technician I

Great Lakes Medical Imaging LLC Williamsville, NY

Williamsville, NY

20d ago

$22 - $25/hr Full time Administrative Support Application Support Computer Skills

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Job Description

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.

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