Help Desk & User Support Specialist

Position Summary

Help Desk & User Support Specialist

User Support

• Provide first-level technical support to end users via phone, email, remote access, and onsite assistance.
• Diagnose and resolve hardware, software, printer, network, and system-related issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Assist users with Microsoft Windows and Microsoft 365 applications.

It Operations

• Configure user accounts, passwords, and access permissions.
• Perform system setup for new employees, including hardware and software installation.
• Maintain IT asset inventory and documentation.
• Escalate complex technical issues to senior IT staff when required.

System & Network Support

• Assist in troubleshooting network connectivity, Wi-Fi, VPN, and shared resources.
• Monitor and support endpoint devices and basic infrastructure.
• Ensure compliance with IT security policies and best practices.

Documentation & Service Quality

• Log, track, and update support tickets.
• Maintain technical documentation and user guides.
• Ensure timely resolution of incidents according to service standards.
• Deliver professional customer service while supporting clinical and administrative staff.

Requirements

• Bachelor's degree or Diploma in Information Technology, Computer Science, Information Systems, or a related field.
• Minimum
• 2 years of experience
• in IT Help Desk, Service Desk, or End User Support.
• Experience supporting Windows operating systems and Microsoft 365.
• Knowledge of Active Directory, printers, networking, and basic hardware troubleshooting.
• Familiarity with ticketing systems is preferred.
• Strong communication, problem-solving, and customer service skills.
• Ability to work under pressure and support multiple users.
• Healthcare experience is preferred.

Preferred Skills

• Microsoft 365 Administration.
• Active Directory.
• Windows 10/11.
• TCP/IP & Networking Fundamentals.
• Remote Support Tools.
• ITIL Foundation (Preferred).

What We'Re Looking For

• Customer-focused and service-oriented mindset.
• Strong troubleshooting and analytical skills.
• Excellent communication and teamwork.
• Ability to prioritize tasks and manage multiple support requests.
• Willingness to learn and adapt in a fast-paced healthcare environment.