Helpdesk Technician I

The Help Desk Technician I will serve to support our Imagine Pediatrics employees and the portfolio of technologies our employees use to perform their job. The Help Desk Technician I will operationally support employees across all functions within the company. Principle duties include supporting corporate strategy initiatives within the IT Infrastructure service portfolio, providing system administration across core IT Infrastructure technologies, provisioning/de-provisioning hardware and access to teammates and providing initial/triage level support related to break/fix incidents and other customer support issues.

You will provide technical support by responding to user inquiries and requests for assistance via phone, email, chat, or in person. You will troubleshoot and diagnose technical issues related to desktops, laptops, printers, mobile devices, and common software applications. Ticket management is an important aspect, logging and tracking all support requests using a ticketing system. Complex problems are escalated to Tier 2 or 3 technical teams. Installation, configuration, account management, user training, and documentation are also key responsibilities.