Help Desk Technician

About the Role

Upperline Health is the nation’s largest provider dedicated to lower extremity, wound, and vascular care. Founded in 2017 with the goal of transforming specialty care, we deliver a more efficient path for patients to receive consistent and effective treatment for chronic illnesses. Our providers coordinate care among a team of specialists—physicians, advanced practice providers, care navigators, pharmacists, dieticians, and social workers—for integrated treatment addressing both immediate and long-term health needs. We put patients at the center of value-based care.

We're seeking a proactive and skilled Help Desk Technician to join our team. In this role, you'll be the first point of contact for our employees, providing essential technical support and ensuring a smooth and efficient IT environment. The ideal candidate has a strong foundation in helpdesk support and is eager to take on new challenges.

Responsibilities

• Serve as the primary point of contact for end-user IT support requests.
• Diagnose and resolve technical issues related to hardware, software, and network connectivity.
• Troubleshoot and support mobile devices, with a specific focus on iPad troubleshooting.
• Assist with Wi-Fi and network connectivity issues.
• Perform basic administrative tasks within Microsoft Azure Active Directory (Azure AD), including user and group management.
• Work with SQL databases, executing basic queries and providing support for database-related issues.
• Provide support and management for mobile devices using a Mobile Device Management (MDM) platform, with a preference for experience with Meraki MDM.
• Set up and configure new user accounts, workstations, and equipment.
• Maintain accurate records of all support tickets and solutions.

Requirements

• 2 years of proven experience in an IT helpdesk or technical support role preferred.
• Demonstrated experience in troubleshooting iOS devices, particularly iPads.
• Basic understanding of SQL.
• Strong understanding of network fundamentals, including Wi-Fi connectivity.
• Experience with Microsoft Azure AD for user and group management.
• Exposure to an MDM platform like Meraki MDM is highly desirable.

Skills

• Excellent problem-solving skills and the ability to work independently.
• Strong communication and customer service skills.