Job Description

Helpdesk Technician

Campbell Clinic is seeking a customer-focused Helpdesk Technician to join our Information Technology team. This position serves as the first point of contact for technical support, providing exceptional customer service to physicians, clinicians, and staff across multiple locations.

The Helpdesk Technician is responsible for resolving routine technical issues, accurately documenting support requests, and ensuring users receive timely, professional assistance. More complex issues are escalated to higher support tiers in accordance with departmental procedures.

Essential Functions Statement(s)

1. Serves as the first point of contact for IT Support requests
2. Responds to Help Desk tickets, phone calls, emails, and walk-up requests in a professional and courteous manner.
3. Troubleshoots and resolve common hardware, software, printing, Microsoft 365, and application issues.
4. Accurately documents incidents, troubleshooting steps, and resolutions within the ticketing system.
5. Escalate issues to the appropriate support tier when necessary while maintaining ownership of the customer experience.
6. Follows up with end users to ensure issues have been resolved satisfactorily.
7. Contributes to and utilizes the IT Knowledge Base to improve consistency and efficiency.
8. Assists with user education by providing basic guidance on supported technologies and best practices.
9. Adheres to departmental processes, documentation standards, and service level expectations.
10. Participate in team meetings, training, and continuous improvement initiatives.
11. Performs other duties as assigned

Skills and Abilities

Education: High School Graduate or General Education Degree (GED): Required Associate's Degree (two year college or technical school) or Work Equivalent, Field of Study: MIS, CS or Engineering Technology Bachelor's Degree (four year college or technical school) Preferred, Field of Study: MIS, CS or Engineering

Experience: 1 year of experience in MIS, CS or Engineering Technology

Computer Skills: Microsoft Windows Desktop Operating Systems (required) Microsoft Windows Server Operating Systems (recommended) Microsoft Active Directory (recommended) Microsoft Office Suite (required) Advanced networking methodologies (TCP/IP) (recommended) Network Printing and Queuing (required) Smart Phone IOS/Android (required) VNC or similar remote control software (highly recommended)

Campbell Clinic Benefit Summary:

• Medical / Dental / Vision Insurance
• HRA Option
• Flexible Spending Account
• Basic Life Insurance
• Voluntary Life Insurance Option
• Long-Term Disability
• Voluntary Short-Term Disability
• Accident Insurance
• Critical Illness Insurance
• 401(k) Plan Matching + Profit Sharing
• Employee Assistance Program
• Paid Time Off
• 8 Paid Holidays

ADA Disclaimer

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Equal Opportunity Employer/Veterans/Disabled

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