Helpdesk Technician I

This is a hybrid role requiring 2 days each week in our Tigard, Oregon location. The schedule for this part-time role is Tuesday through Thursday 8am

• 4pm The Level 1 Helpdesk Technician is a frontline member of the support team.

This role provides first-line technical support to clinic and corporate staff, resolves common issues, and escalates more complex problems to L2/L3. The L1 focuses on strong customer service, accurate ticket documentation, and consistent execution of standard processes across devices, accounts, and voice services. This position may include occasional onsite clinic support for scheduled visits. Key Responsibilities Triage incoming requests, prioritize appropriately, and resolve common issues; escalate when needed. Provide basic troubleshooting for identity, endpoint, network connectivity, and voice issues using runbooks. Maintain clean ticket hygiene in Atera with correct categories, tags, priorities, and documentation. Assist users with Okta and Microsoft MFA enrollment and sign-in troubleshooting across Athena, MedBridge, M365, Dayforce, RingCentral, VPN, and internal apps. Execute standard user provisioning and deprovisioning steps under documented procedures; flag high-risk scenarios for escalation. Set up and support laptops, desktops, shared workstations, and iPads for front desk and clinical workflows. Perform basic device enrollment steps for MDM/Intune as applicable and verify baseline settings are applied. Assist with scheduled onsite tasks (hardware swaps, UPS replacement, closet cleanup) following established plans and checklists. Contribute to KB articles, quick guides, and user-facing SOPs by documenting common fixes and feedback. Collaborate with teammates and accept coaching to improve troubleshooting, ticket quality, and customer communication. Additional responsibilities as directed by leadership. Minimum Qualifications 2+ years in helpdesk, customer support, or a related technical role (or equivalent education/experience). 2+ years of experience with Windows 11 basics (user profiles, printers, browsers, basic troubleshooting). 1+ years of experience with MFAs and willingness to learn Okta or comparable IdP and SSO troubleshooting. 1+ years of experience gathering troubleshooting information for networking fundamentals (TCP/IP, DHCP, DNS). 1+ years of experience using a ticketing system (Atera, ServiceNow, or similar) with attention to documentation and follow-up. Excellent written and verbal communication tailored to clinical staff and leadership. Preferred Qualifications Experience with Intune and MDM for Windows and iOS fleet management. Basic familiarity with Unifi switching or onsite troubleshooting in multi-site environments. Familiarity with Ingenico and Elavon payment ecosystem. Basic familiarity with SharePoint and Teams administration. Core Competencies Ownership and follow-through

• drives tickets to closure with clear updates. Curiosity and learning mindset
• asks good questions and builds troubleshooting depth over time. Calm under pressure
• prioritizes effectively during busy periods. Customer empathy
• communicates clearly with non-technical users and clinic leadership. Documentation discipline
• follows SOPs and documents steps taken for easy handoff. Teamwork
• collaborates well, accepts feedback, and supports teammates.

Success Metrics SLA adherence for assigned tickets and timely escalation of blockers. First contact resolution rate for common workflows (MFA, printing, basic device issues).

Ticket quality:

accurate categorization, notes, and closure codes. KB usage and contributions for common workflows. Successful completion of scheduled onsite tasks and hardware refresh work. Positive feedback from clinic staff and internal partners. Work Conditions Hybrid support model with remote troubleshooting and occasional scheduled onsite clinic visits. Occasional after-hours work may be required for planned cutovers or urgent issues. Local travel occaissionally required Physical Requirements Ability to remain seated for extended periods (up to 8 hours/day) Ability to use a keyboard and mouse repetitively Visual acuity sufficient to read a computer screen for extended periods Ability to lift/carry up to 10-15 lbs occasionally Ability to communicate verbally and in written form Ability to move throughout the office (walking, standing, bending) occasionally Hybrid roles also require Reliable high-speed internet connection Ability to maintain a secure, dedicated workspace free from distractions during work hours Proficiency with video conferencing tools Ability to work independently with minimal supervision Strong written and verbal communication skills Ability to manage time effectively and meet deadlines in an autonomous environment Must be available during core business hours in Pacific Time Zone. Ability to attend virtual meetings and respond to communication in a timely manner Must reside in Oregon while employed by Therapeutic Associates Physical Therapy Therapeutic Associates Physical Therapy is committed to equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age (40 and older), national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, protected veteran status, or any other basis prohibited under applicable federal, state or local law. .