IT Help Desk Specialist - Medical Office

Help Desk Specialist

Hours of work : M-F

Employment Type : Full Time

Shift : Day

Overview

We are seeking a highly skilled and experienced IT Systems Administrator to design, implement, and optimize our hybrid IT environment across all TCAVI locations. This role will drive the standardization of systems, enhance performance, ensure compliance with healthcare regulations, and deliver a seamless technology experience for clinicians and staff.

Key Responsibilities

• Troubleshoot user issues : Investigate and resolve computer software and hardware problems for end users across Windows / macOS (and mobile where applicable).
• Frontline support : Receive and triage telephone calls, tickets, and chats from users seeking help with software (e.g., statistical, graphics, database, word processing, email), printing, and other systems.
• Discovery & diagnosis : Interview users to understand steps taken, reproduce issues, and determine root cause.
• Guided resolution : Walk callers through diagnostic procedures (including running diagnostic utilities) and provide clear, step-by-step instructions.
• Root-cause determination : Identify whether problems stem from hardware (e.g., modems, printers, cables, phones), user procedures, configuration, or software defects.
• Collaborative problem-solving : Partner with IT teammates to research issues, share findings, and develop solutions.
• Vendor coordination : Communicate software errors to vendors, recommend program changes, and open / track service requests with software and hardware providers for defective products.

Additional Responsibilities (Typical for This Role)

Required Qualifications