IT Help Desk Technician (Level 1&2)
Nirvana Healthcare Management Services, West Orange, NJ, United States
About 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
Install and maintain antivirus/EDR software
Account & System Administration
Create and manage user accounts in Active Directory and Office 365
Perform password resets, permissions updates, and basic system administration tasks
Ticketing & Documentation
Accurately document issues, troubleshooting steps, and resolutions
Manage and prioritize tickets, ensuring timely resolution within service levels
Contribute to knowledgebase documentation and identify recurring issues/trends
Customer Service & Communication
Deliver professional, patient, and effective support to end users
Follow up to ensure full resolution and user satisfaction
Communicate clearly with team members, leadership, and vendors
On-Site Support
Travel to nearby practice locations (within a 10–15 mile radius) as needed
Qualifications
Required:
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
Ability to work independently and within a team
Preferred:
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 service
Work Environment & Reporting
Reports to: Director of IT
Works closely with: IT team
Combination of desk-based and on-site support responsibilities
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
Install and maintain antivirus/EDR software
Account & System Administration
Create and manage user accounts in Active Directory and Office 365
Perform password resets, permissions updates, and basic system administration tasks
Ticketing & Documentation
Accurately document issues, troubleshooting steps, and resolutions
Manage and prioritize tickets, ensuring timely resolution within service levels
Contribute to knowledgebase documentation and identify recurring issues/trends
Customer Service & Communication
Deliver professional, patient, and effective support to end users
Follow up to ensure full resolution and user satisfaction
Communicate clearly with team members, leadership, and vendors
On-Site Support
Travel to nearby practice locations (within a 10–15 mile radius) as needed
Qualifications
Required:
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
Ability to work independently and within a team
Preferred:
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 service
Work Environment & Reporting
Reports to: Director of IT
Works closely with: IT team
Combination of desk-based and on-site support responsibilities