Help Desk Technician

POSITION DUTIES & RESPONSIBILITIES

• Serve as first point of contact for all IT support requests via phone, email, walk-in, and ticketing system; log, prioritize, and track all incidents from intake through resolution or escalation.
• Triage end-user issues, perform initial diagnostics, and escalate unresolved or complex problems to Tier 2/3 staff with complete documentation of steps taken.
• Provide hands-on and remote support for Windows 10/11 workstations, laptops, printers, and standard peripherals; perform new device setup, imaging, and onboarding configuration per AZPC standards.
• Support and troubleshoot Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint), supported browsers (Edge, Chrome), and AZPC business and clinical applications.
• Create, modify, disable, and unlock user accounts in Active Directory and Microsoft 365; manage group memberships, mailbox provisioning, and MFA enrollment per provisioning and deprovisioning procedures.
• Perform password resets and account unlocks across AD, Microsoft 365, and supported systems; verify user identity prior to any credential change per AZPC security policy.
• Enforce HIPAA technical safeguards in all support activities; educate end users on security best practices, PHI handling, and acceptable use; report suspected security incidents to the IT Manager immediately.
• Maintain the IT knowledge base, FAQ, and ticketing system documentation; train staff on hardware, software, and IT best practices individually or in small groups.
• Ensure devices receive timely patches and antivirus updates; alert IT Manager of non-compliant endpoints; maintain strict confidentiality of all patients and organizational data.
• Perform assigned daily projects, support audio/visual and conferencing equipment, and complete other duties as assigned; potential on-call duties may be required.
• Adhere to HITRUST CSF control requirements as they apply to endpoint support (access control, audit logging, session timeouts, screen lock policies).

QUALIFICATIONS

• Participation in security awareness training as required by HITRUST Education, Training And Experience
• CompTIA A+, ITF+, or Microsoft MS-900 certification preferred; willingness to obtain within first year.
• Experience working in or supporting a HIPAA-regulated environment with PHI; understanding of data confidentiality requirements.
• Familiarity with HITRUST CSF framework at an awareness level (not deep technical — just that end-user support actions connect to formal controls)
• Experience supporting or working within a HITRUST-certified or HITRUST-pursuing environment preferred
• Strong customer service skills, professional phone etiquette, and ability to communicate technical concepts clearly to non-technical staff.
• Detail-oriented with strong organizational, critical thinking, and problem-solving skills; able to manage multiple open tickets and prioritize effectively.
• Must maintain a high level of confidentiality at all times.