Job Title:
Helpdesk Technician I Reports to:
IT Manager Pay:
To determine our range, we consider as many of the following data points as are available to us: external market salary survey data, internal data in terms of comparable roles and our budget for the position. What we have posted is our good faith estimate of what we expect to pay: $22
Summary:
The Helpdesk Technician I role is the first point of contact for IT support across Great Lakes Medical Imaging and Great Lakes Medical Billing. This position is responsible for Tier 1 intake, triage, troubleshooting, documentation, and escalation of end-user technology issues. The role supports daily operations by resolving common workstation, printer, peripheral, account access, application, and basic network connectivity issues while maintaining a high standard of customer service, security awareness, and timely communication.
The Great Lakes Way Mindset, Values, and Behaviors MINDSET:
Compassion, at every interaction Patient Care
- Customer Service Greet with eye contact and share a smile. Interact with patients at their pace and level. Demonstrate patience and compassion when interacting with patients. Act on opportunities to go above and beyond. Quality
- Strive for Excellence Share information, knowledge, and expertise. Ask for, accept, and use feedback. Anticipate and prevent potential problems. Be responsible and efficient with Great Lakes resources (time, scheduling, property, equipment, etc.). Take personal responsibility for your work area and the quality of your work. Look for and act on opportunities for continuous improvement. Teamwork
- Perform as One Team Speak positively about Great Lakes, team members, and patients.
Recognize and share successes of the Great Lakes Way in action. Proactively offer to help others. Be flexible and embrace changes with a positive attitude. Contribute to a fun, energetic, and positive work environment. Practice blameless problem solving, assuming the positive intentions of others. Essential Functions Serve as the first point of contact for IT support requests submitted by phone, email, ticketing system, or in person. Document, categorize, prioritize, track, and update support tickets to ensure timely resolution and clear communication. Provide Tier 1 troubleshooting for workstations, laptops, thin clients, mobile devices, printers, scanners, peripherals, and common software issues. Assist with basic user account support, including password resets, access requests, MFA issues, and onboarding/offboarding tasks according to approved procedures. Perform initial troubleshooting for Clinical and Business Applications, including RIS, PACS, EMPI, billing systems, and other approved platforms. Escalate incidents and service requests to internal teams, third-party support, or vendors when issues exceed Tier 1 scope or require elevated access. Install, configure, replace, and deploy standard endpoint hardware, peripherals, printers, and approved software under established IT procedures. Provide basic network support, including initial troubleshooting of connectivity, Wi-Fi, VPN, printing, and workstation network access issues. Follow security and compliance procedures when handling user access, devices, protected health information, and support requests in a healthcare environment. Maintain accurate IT knowledge base articles, troubleshooting notes, asset records, and user-facing documentation. Assist with hardware, software, IT supply, and spare equipment inventory tracking. Support IT projects, device refreshes, application rollouts, and new site or department initiatives as assigned. Conduct assigned quality assurance or checklist-based tasks, including workstation readiness, peripheral validation, and basic diagnostic monitor support under direction. Meet or exceed assigned service level expectations, KPIs, customer service standards, and documentation requirements. Perform other duties as required or assigned to support departmental goals and ensure effective operation of the organization's technology services. Education & Experience Required High school diploma or equivalent. 0-1 year of IT helpdesk, desktop support, technical support, or closely related customer service experience. Basic understanding of Windows workstations, Google Workspace, printers, peripherals, and common business applications. Ability to follow documented procedures, accurately document support activity, and escalate appropriately. Strong customer service, communication, prioritization, and problem-solving skills. Preferred Associate's degree or coursework in Information Technology, Computer Science, or a related discipline. Minimum of 1 year of experience in IT support, helpdesk, desktop support, or healthcare technology support. Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or equivalent. Experience supporting healthcare, radiology, billing, PACS/RIS, or other clinical/business applications. Experience using an IT ticketing system and maintaining a technical knowledge base. Physical and Mental Requirements Sitting, standing, walking, and keyboard use for the duration of shift. May be asked to lift up to 60 pounds. Ability to listen and communicate with patients, employees, vendors, and physicians face-to-face, by phone, and through electronic communication. Will be required to read, write, document, and work in a fast-paced office and clinical environment. Ability to make decisions, prioritize work, follow escalation paths, and react quickly to operational issues. Must have the mental and physical capabilities to perform all tasks listed above.
