Job Description

Job Title: IT Helpdesk (Hospital)

Pay Range: $24/hour – $25/hour

Shift: 11:00 PM – 7:30 AM (3rd Shift)

About the Role:

We are seeking a dependable and service-oriented IT Helpdesk Technician to join our client's overnight support team. This Tier 2 role is responsible for triaging inbound tickets and phone calls, resolving technical issues, and escalating complex problems to senior engineers. You’ll provide crucial support to hospital and clinic users experiencing technical issues with systems, networks, devices, and applications—ensuring smooth and secure operations during overnight hours.

Key Responsibilities:

• Serve as the first point of contact for IT-related issues via phone, ticketing system, and email.
• Provide Tier 2 support and resolve Tier 1 escalations for workstations, servers, printers, virtualization, networks, and software.
• Support hospital and clinic staff with issues related to clinical applications, OS, business software, Wi-Fi, and hardware.
• Create, update, and monitor tickets using the Footprints ticketing system , ensuring compliance with SLAs and escalation protocols.
• Perform user account provisioning and management via Active Directory and related systems.
• Install software through SCCM , provide remote support using GoToAssist , and handle mobile device configuration.
• Conduct diagnostics, analyze application/system issues, and support planned/unplanned outages.
• Collaborate with Health Sciences IT team to resolve escalated or critical issues in a timely manner.
• Recommend process improvements and contribute to IT support documentation and training.
• Maintain superior customer service and clear communication throughout all interactions.

Qualifications:

Required:

• High School Diploma required; Associate’s Degree in a related field preferred.
• 3+ years of IT experience , with 2+ years in a Service Desk or Helpdesk environment.
• Availability to work 3rd shift (11 PM – 7:30 AM) .
• Experience handling 30+ tickets/day in a call center or hospital IT setting .
• Strong customer service skills with excellent written and verbal communication.
• Ability to follow escalation paths and manage priorities under pressure.
• Experience with:
• Active Directory
• SCCM
• Footprints or similar ticketing systems
• Remote support tools (e.g., GoToAssist)
• Troubleshooting PC hardware, software, and networking issues

Preferred:

• Healthcare IT experience
• Experience with Microsoft Office, mobile device support, and clinical systems

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