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Job DescriptionAbout the Role We are seeking a dependable and service-oriented IT Help Desk Technician (Level 1 & 2) to support our internal users across multiple medical practice locations. This role is responsible for providing both remote and on-site technical support, ensuring timely resolution of hardware, software, and network-related issues. This position requires a strong balance of technical troubleshooting skills, customer service, and accountability, as well as the ability to work independently and as part of a collaborative IT team. Key Responsibilities User Support & Troubleshooting • Provide Tier 1 & 2 support via ticketing system, phone, and in-person visits, • Troubleshoot issues related to desktops, laptops, printers, mobile devices, and network connectivity, • Support Windows 10/11, Apple devices, and basic network environments, • Perform workstation setup, configuration, deployment, and maintenance, • Create and manage user accounts in Active Directory and Office 365, • Accurately document issues, troubleshooting steps, and resolutions, • Manage and prioritize tickets, ensuring timely resolution within service levels, • Deliver professional, patient, and effective support to end users, • Follow up to ensure full resolution and user satisfaction, • 1–3 years of help desk or desktop support experience, • Hands-on experience with Active Directory and Office 365, • Strong troubleshooting skills across hardware and software environments, • Experience supporting Windows 10/11 systems, • Excellent communication and customer service skills, • Technical degree or equivalent experience, • Certifications such as MCP, MCSA, or CompTIA Network+, • Experience with tools such as Atera RMM, Azure, CrowdStrike, or similar platforms, • Exposure to Microsoft Server environments (2016–2022)What We're Looking For, • A proactive problem-solver who takes ownership of issues through resolution, • Strong attention to detail and documentation practices, • Ability to manage multiple priorities in a fast-paced environment, • A genuine desire to help others and provide excellent serviceWork Environment & Reporting, • Reports to: Director of IT, • Works closely with: IT team, • Combination of desk-based and on-site support responsibilities