Job Description

The Help Desk Technician I will provide technical support to Imagine Pediatrics employees, focusing on troubleshooting, system administration, and user account management. This role involves responding to user inquiries, resolving technical issues, and escalating complex problems as needed, while also contributing to documentation and user training.

Responsibilities

• Provide technical support via phone, email, or chat
• Troubleshoot and diagnose technical issues
• Log, track, and document support requests
• Escalate complex problems to Tier 2/3 teams
• Install and configure software and hardware
• Perform user account management
• Provide user training and guidance
• Contribute to knowledge base documentation

Requirements

• High school diploma or equivalent required, associate/bachelor’s degree preferred
• Strong knowledge of computer systems, hardware, and operating systems
• Problem-solving and analytical skills
• Excellent communication skills
• Customer service skills
• Organizational skills
• Previous customer support or help desk experience preferred
• Base-level knowledge of U.S. Federal Healthcare regulations (HIPAA, Hi-Tech)

Benefits

• No benefits