Position Overview:
The IT Helpdesk Support provides technical support to healthcare clients in a designated metro area, assisting end users remotely and on site to keep systems and devices running smoothly. Strong customer service skills, a passion for technology, and flexibility for in‑person support are essential.
Primary Responsibilities:
· Respond to user inquiries and technical issues via phone, email, or remote tools in a timely and professional manner.
· Diagnose and resolve hardware and software problems, escalating issues as needed to higher-level support teams.
· Provide technical support for various operating systems, applications, and devices used in healthcare settings.
· Install, configure, and update software applications, patches, and operating systems.
· Collaborate with clients onsite to troubleshoot and resolve complex technical issues that cannot be addressed remotely.
· Perform hardware maintenance, including diagnosing and replacing faulty components.
· Assist with the setup and configuration of new workstations, peripherals, and devices.
· Create and maintain documentation of technical procedures and solutions.
· Escalate unresolved issues to appropriate internal teams or vendors and follow up until resolution is achieved.
· Stay updated with the latest technology trends and best practices in the healthcare IT sector.
Qualifications:
● 3+ years of experience as a PC/Help Desk Technician or in a similar technical support role.
● Strong knowledge of Windows and Mac (nice to have) operating systems.
● Familiarity with common healthcare software applications and systems is a plus.
● Basic understanding of networking concepts, including TCP/IP, DHCP, and DNS.
● Excellent problem-solving and analytical skills with the ability to think logically and critically.
● Exceptional communication skills, both written and verbal, with a customer-centric approach.
● Ability to work independently as well as collaboratively within a team.
● Relevant certifications such as CompTIA A+, CompTIA Network+, or applicable
● Microsoft certifications preferred.
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What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
