Job Description

Marshall Health Network is seeking a

Help Desk Support Technician

to join our Information Services team. Under the supervision of the Help Desk Supervisor or designee, this role provides front-line technical support to end-users via phone and email. The technician will act as the first point of contact for triaging and resolving Help Desk tickets, ensuring timely and effective support in accordance with service level agreements (SLAs). This position requires strong customer service skills, technical knowledge, and a desire to support users in a healthcare setting.


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Key Responsibilities:

Provide first-line technical support to end-users via phone, email, and in-person requests Monitor and respond to Help Desk ticket queues in line with SLAs Triage and escalate tickets appropriately to ensure timely resolution Document all relevant ticket information according to IT procedures Troubleshoot basic hardware and software issues, including PCs, mobile devices, printers, and peripherals Provide end-user support for Microsoft Office, internet access, and corporate email systems Manage user accounts, including password resets and account unlocks Maintain a high level of customer service in all support interactions Educate users on system usage, security, and best practices Provide minimal network assistance and support access to wireless networks Contribute to Help Desk process improvements and system documentation Maintain confidentiality and follow all organizational and safety standards Participate in ongoing unit-specific performance improvement and competency activities Perform additional duties as assigned
Requirements:
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Education:

High School Diploma or equivalent required College degree in a related IT field or equivalent combination of education and experience preferred Relevant certifications (e.g., A+, Microsoft, ITIL) preferred

Experience:

1-3 years of technical support experience required Experience in a healthcare or hospital environment preferred

Skills & Competencies:

Excellent phone and email communication skills Strong customer service and interpersonal abilities Ability to explain technical concepts to users with various technical backgrounds Able to manage multiple tasks and meet tight deadlines Intermediate proficiency with Microsoft products (Windows, Office Suite, etc.) * Familiarity with PC networks, Active Directory, and file permissions