Remote US

We are seeking an IT Help Desk Technician to provide frontline IT support for a rapidly growing healthcare organization. This role focuses on managing IT tickets, troubleshooting issues, and supporting staff with day-to-day technological needs. Our IT team values creativity and innovation, constantly exploring new tools, AI solutions, and ways to improve systems and workflows.

Reports to: IT Systems Administrator

Responsibilities

Ticketing and User Support

· Serve as the primary point of contact for IT issues through the help desk system.

· Respond promptly to tickets, troubleshoot problems, and communicate solutions clearly to users.

· Take detailed, accurate notes for every ticket to ensure proper documentation and handoffs.

· Provide guidance on common software, network, and IT issues.

· Coordinate with external technical support teams (e.g., EHR support, software vendors) to resolve issues collaboratively.

Basic Systems and Networking Support

· Perform basic Active Directory tasks (password resets, user account management).

· Support simple networking troubleshooting (TCP/IP, DNS, DHCP, IP conflicts).

· Identify recurring issues and escalate complex problems to the IT Systems Administrator.

Hardware and Asset Management

· Assist with tracking, inventory, and management of IT hardware, including laptops, monitors, and peripherals.

· Support troubleshooting of hardware issues and coordinate repairs or replacements

Qualifications

· High School Diploma or equivalent

· Experience with enterprise and healthcare tech platforms (e.g., Azure AD/Entra, Intune, Defender, Purview, OneDrive, SharePoint, AdvancedMD, Salesforce, Power BI, Domo) and ticketing systems like Zendesk, with an understanding of HIPAA compliance.

· Basic technical knowledge and troubleshooting skills in Windows environments

· Strong problem solving and logical troubleshooting skills

· Exceptional written and verbal communication skills, with the ability to example technical issues in layman’s terms.

· Highly organized and able to manage multiple tasks and support tickets efficiently in a fast-paced environment.

· Creative and open-minded, willing to explore innovative tools and solutions to improve IT support.

· Comfortable coordinating with external tech support teams to resolve system-specific issues.

· Legal authorization to work in the United States.

· Certifications Preferred: CompTIA A+ or other CompTIA certifications, Microsoft Certifications, or Google IT Support Professional Certificate.

Apogee Behavioral Medicine

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IT Help Desk Technician