Help Desk Representative

About the role TNC is seeking a dependable and service-oriented Help Desk Technician to join our Information Technology team. This is a hands-on role that serves as the first point of contact for staff across all TNC locations, providing timely and professional support for a broad range of hardware, software, and systems issues. The ideal candidate is a calm, methodical problem-solver who takes ownership of issues from first contact through resolution, communicates clearly with non-technical staff, and adapts readily to the varied and sometimes unpredictable demands of a busy healthcare environment. Key responsibilities Serve as the primary point of contact for help desk tickets submitted by staff across all locations, managing the full lifecycle from intake through resolution and closure. Troubleshoot and resolve issues related to workstations, laptops, printers, peripherals, and mobile devices running Windows 10/11 Support Microsoft 365 applications including Outlook, Teams, Word, and Excel, as well as user account management in Active Directory and Entra ID. Assist with VPN connectivity, remote desktop access, and multi-factor authentication setup and troubleshooting Perform workstation imaging, software installation, hardware configuration, and new user onboarding. Maintain accurate documentation of issues, resolutions, and asset information in the help desk ticketing system. Support printer and peripheral management, including driver installation, network printer configuration, and ongoing maintenance Assist with BitLocker recovery, endpoint security, and basic compliance-related tasks under the direction of senior IT staff Respond to on-site requests across multiple practice locations as needed Contribute to IT projects, hardware refresh initiatives, and process improvement efforts as assigned Required qualifications 1-3 years of experience in a help desk, desktop support, or IT support role Proficiency with Windows 10/11 administration and Microsoft 365 Working knowledge of Active Directory user and group management Familiarity with TCP/IP networking fundamentals, VPN clients, and remote desktop tools Strong written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users Ability to manage multiple open tickets and competing priorities without losing attention to detail A professional, patient demeanor when working with end users under pressure Preferred qualifications CompTIA A+, Network+, or Microsoft certifications (or active pursuit of same) Experience supporting users in a healthcare or other regulated environment Familiarity with BitLocker, endpoint encryption, and HIPAA-related IT obligations Experience with Cisco AnyConnect or similar VPN platforms Exposure to Microsoft Entra (Azure AD), Intune, or Defender for Endpoint Basic scripting or PowerShell experience is a plus What to expect No two days in this role are identical. You may start the morning imaging a workstation, field an urgent printer issue mid-morning, walk a staff member through a BitLocker recovery screen, and spend the afternoon working through a backlog of tickets. We are a small IT team supporting a busy multi-specialty practice, and every team member's contribution is visible and valued. We only accept resumes, cover letters, and related documents in PDF format. Please ensure all submissions are sent in the requested format. We offer a collaborative team environment, exposure to a broad range of technologies, and the opportunity to grow your skills within a mission-driven healthcare organization.

Pay:

$22.08 - $26.59 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person