Help Desk Technician

Help Desk Technician

Company Overview

Vertical Health Services delivers high-quality skilled nursing care across multiple states. Our Information Technology team plays a vital role in supporting clinical and administrative operations by providing secure reliable and compliant technology solutions that enable exceptional resident care.

Position Summary

The Help Desk Technician serves as the primary point of contact for IT support across Vertical Health Services skilled nursing facilities. This role provides timely troubleshooting and technical assistance for hardware software network and peripheral issues while maintaining strict compliance with healthcare regulations including HIPAA.

This position supports both remote and onsite users escalates complex technical issues as needed and contributes to the overall stability and efficiency of IT operations in a fast-paced healthcare environment. The role includes participation in a rotating after-hours support schedule and regular site visits to provide hands-on technical assistance.

The ideal candidate will be eager to learn new skills adapt to evolving technologies and collaborate effectively within a team environment.

Employee Benefits Package

• Comprehensive Health Dental and Vision Insurance
• $100/month company contribution to an HSA account
• Daily Pay Option
• 401K
• Employer paid life insurance 1x annual salary
• Paid Time Off & Flexibility
• Generous Paid Time Off
• Personal Day Benefit
• Guidance and assistance from a dedicated regional team

Key Responsibilities

Technical Support & Troubleshooting

Serve as the primary point of contact for IT support requests via phone email ticketing system and in-person support.

Diagnose and resolve issues related to desktops laptops mobile devices operating systems and other IT equipment.

Perform light hardware repairs including component replacement peripheral installation system imaging and basic upgrades.

Support printers scanners VoIP phones and other network-connected devices.

Accurately document incidents troubleshooting steps and resolutions in the ticketing system.

Microsoft 365 & Application Support

Provide support for Microsoft 365 services including user account setup password resets Teams SharePoint OneDrive and mailbox troubleshooting.

Assist users with email collaboration and productivity tools.

Install configure and update approved applications.

Network & Device Support

Assist with troubleshooting wired and wireless network connectivity issues.

Support deployment configuration and on-boarding of new devices.

Assist with endpoint protection patch management and basic malware remediation.

Escalation & Collaboration

Escalate unresolved or complex issues to senior IT staff or appropriate third-party vendors.

Communicate clearly and professionally with clinical and administrative teams.

Participate in root cause analysis to identify and prevent recurring issues.

Documentation Training & Asset Management

Maintain and update IT documentation standard operating procedures (SOPs) and user guides.

Provide basic end-user training and guidance on IT systems and best practices.

Track and manage IT hardware and software inventory.

Qualifications(Required):

13 years of IT support experience (healthcare experience preferred).

Experience supporting Windows macOS and Microsoft 365 environments.

Hands-on experience with computer hardware troubleshooting and repair.

Strong customer service and communication skills.

Valid drivers license and ability to travel between facilities.

Ability to lift and carry equipment up to 40 pounds.

Understanding of HIPAA regulations and protection of PHI.

Qualifications (Preferred):

Associate or bachelors degree in Information Technology or related field or equivalent experience.

Industry certifications such as CompTIA A Network or Microsoft 365 Fundamentals.

Experience working in a Help desk setting within a healthcare organization.

Experience using ticketing systems and remote support tools.