Help Desk Technician

Primary Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, ticketing system, or remote session
• Diagnose and resolve technical problems using diagnostic tools and systematic troubleshooting approaches
• Communicate technical solutions clearly and effectively, adjusting complexity based on the user’s technical knowledge
• Provision and manage user access: account creation, permissions changes, role transitions, and terminations across the company’s business lines
• Serve as support for restaurant operations, including menu changes, order management system tickets, and point-of-sale equipment issues at our HRG Pizza locations
• Provide front-line network and connectivity support: Meraki diagnostics, ISP coordination, Wi-Fi and printer issues at remote sites
• Administer Microsoft 365 accounts, mailboxes, and shared resources, with basic Exchange, Teams, and SharePoint support
• Support healthcare clinic workstations for Intune Physical Therapy, handling patient data with appropriate attention to security and HIPAA requirements
• Escalate complex issues to appropriate technical teams while maintaining clear communication with users throughout resolution
• Document solutions and troubleshooting steps in the knowledge base to improve self-service options and team efficiency
• Maintain current technical knowledge through ongoing learning and professional development
• Contribute to project work as capacity permits: onboarding new locations, hardware refresh projects, and rollouts of new tools

Required Qualifications

• Minimum 1-3 years of hands-on help desk or technical support experience in a professional environment
• Strong understanding of networking fundamentals and ability to diagnose network-related issues
• Proficiency with both Windows PC and Mac operating systems
• Experience with Microsoft Active Directory and user account management
• Demonstrated problem-solving abilities with a methodical approach to troubleshooting, including comfort working through unfamiliar issues without a runbook for every problem
• Excellent verbal and written communication skills, with ability to explain technical concepts to non-technical users
• Strong customer service orientation and professional demeanor when interacting with users at all levels
• Experience with ticketing systems (ServiceNow, Jira, or similar platforms), including clean documentation and ticket discipline
• Reliable schedule and attendance: a small help desk team depends on predictable coverage
• Flexibility to work various shifts including some evenings and weekends as needed, with periodic on-call coverage

Preferred Experience

• Microsoft Entra ID (Azure AD) and Microsoft Intune
• Cisco Meraki network equipment
• Apple Business Manager
• Electronic Health Records (EHR) systems
• Restaurant Point of Sale (POS) systems
• Power Automate or similar automation tools