Welcoming you to Endless Opportunities

• Serve as the primary point of contact for all IT-related incidents and requests
• Evaluate, prioritize, and troubleshoot technical issues via phone, email, or in person
• Accurately log and update tickets in the Footprints ticketing system, adhering to SLA guidelines
• Provide end-user support for Windows OS, Microsoft Office Suite, clinical software, email, and mobile devices
• Create, update, and manage user accounts using Active Directory
• Install software via SCCM and provide remote assistance using GoToAssist and SCCM tools
• Assist with hardware setup, PC maintenance, and peripheral installations
• Escalate unresolved or high-priority issues to appropriate teams or leadership
• Participate in the acquisition and deployment of IT equipment
• Deliver in-house basic training on Microsoft applications
• Collaborate with IT staff and contribute to process improvement initiatives
• Maintain excellent communication with users and ensure timely updates on ticket status
• Perform other IT-related tasks and duties as assigned

• Minimum of 3 years’ IT experience with 2+ years in Service Desk Support
• Hands-on experience in a call center environment, handling 30+ tickets daily
• Strong customer service orientation with excellent written and verbal communication skills
• Ability to quickly learn and adapt to changing technologies and environments
• Demonstrated experience with Active Directory, SCCM, and ticketing systems
• Knowledge of remote troubleshooting tools and basic hardware/software maintenance

• Associate’s Degree in a related field
• Experience supporting clinical application software suites
• Familiarity with Microsoft Teams, Zoom, and multi-platform mobile device configuration

Education: High School