IT HELP DESK ADMINISTRATOR

Job Summary: The IT Helpdesk Administrator serves as the first point of contact for technical support across StrideCare’s growing clinic network. This is a foundational role for a candidate early in their IT career who brings a strong technical base and a genuine commitment to learning. The Helpdesk Administrator resolves day-to-day end-user issues, supports standard platforms and devices, and works closely with the infrastructure team, with the opportunity to take on greater responsibility over time.

Supervisory Responsibilities: N/A

Essential Duties / Responsibilities:

• Respond to support requests from staff via phone, email, ticketing system, and in person in a timely and professional manner.
• Diagnose and troubleshoot issues across hardware, software, networking, and user accounts, escalating complex problems to senior team members as needed.
• Set up, configure, and maintain end-user devices including laptops, desktops, printers, and mobile devices.
• Manage user accounts, licensing, and access in Microsoft 365 (Entra ID, Exchange Online, SharePoint, Teams, OneDrive) under the guidance of senior staff.
• Support standard StrideCare platforms including Windows 11, Microsoft 365, Intune, and RingCentral phones.
• Support the onboarding of newly acquired practices, including imaging and deploying devices, provisioning users, and assisting with on-site cutovers.
• Document issues, resolutions, and procedures in the ticketing system and internal knowledge bases.
• Follow up with staff to confirm issues have been fully resolved before closing tickets.
• Participate in IT projects and initiatives as assigned.
• Adhere to HIPAA regulations and security policies to maintain patient confidentiality and data security.

Required Skills / Abilities:

• A foundational understanding of computer hardware, software, and basic networking concepts.
• Technical aptitude and a commitment to developing IT skills, whether gained through education, certifications, or hands-on experience.
• Familiarity with Windows operating systems and the Microsoft Office suite (Outlook, Word, Excel, Teams, OneDrive).
• Strong customer service skills and the ability to support users across all levels of technical proficiency.
• Clear written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• A strong work ethic and the ability to take ownership of assigned tasks with minimal supervision.