[Remote] Helpdesk Technician I at Imagine Pediatrics

United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, Pediatrics, TechnologyIndustries

Requirements

High school diploma or equivalent (required); associate or bachelor’s degree in computer science or related field (preferred)
Relevant certifications such as CompTIA A+ or ITIL (highly valued)
Strong working knowledge of computer systems, hardware, operating systems (Windows and/or macOS), and common software applications
Familiarity with basic networking concepts (IP, DNS, DHCP) is a plus
Problem-solving and analytical skills to think critically, diagnose problems effectively, and provide efficient solutions
Excellent verbal and written communication skills to explain technical information to non-technical users with patience and clarity
Customer-centric approach with a patient, friendly, and professional demeanor
Strong time management and organizational abilities to prioritize multiple issues

Responsibilities

Provide technical support by responding to user inquiries and requests via phone, email, chat, or in person
Troubleshoot and diagnose technical issues related to desktops, laptops, printers, mobile devices, and common software applications (e.g., Microsoft Office, email clients)
Log, track, and document all support requests and resolutions using a help desk ticketing system (e.g., Jira Service Management, ServiceNow); perform initial triage of new tickets and assign as appropriate
Escalate complex problems beyond first-level support to Tier 2 or 3 technical teams or vendors
Install, configure, and maintain software applications, operating systems, and hardware components
Perform routine user account management, such as password resets, account creation, and permission modifications in systems like Microsoft Entra ID
Provide user training and guidance with clear, step-by-step instructions on system and application usage
Contribute to the creation and maintenance of internal knowledge bases and user training manuals
Support corporate strategy initiatives within the IT Infrastructure service portfolio, provide system administration across core IT Infrastructure technologies, and handle provisioning/de-provisioning of hardware and access for teammates

Skills

Key technologies and capabilities for this role

Help DeskTechnical SupportTroubleshootingDesktopsLaptopsPrintersMobile DevicesMicrosoft OfficeEmail ClientsTicket ManagementJira Service ManagementServiceNowTriage

Questions & Answers

Common questions about this position

What is the salary for the Helpdesk Technician I position?

This information is not specified in the job description.

Is this Helpdesk Technician I role remote or does it require office presence?

This information is not specified in the job description.

What skills and qualifications are required for the Helpdesk Technician I role?

A high school diploma or equivalent is required. The role demands skills in providing technical support, troubleshooting desktops, laptops, printers, mobile devices, and software like Microsoft Office, along with ticket management, account management in Microsoft Entra ID, and user training.

What is the company culture like at Imagine Pediatrics?

Imagine Pediatrics is a tech-enabled, pediatrician-led medical group focused on reimagining care for children with special health care needs, emphasizing compassion, creativity, and commitment to enhancing existing care teams with 24/7 virtual and in-home support.

What makes a strong candidate for the Helpdesk Technician I position?

A strong candidate is passionate about reimagining pediatric health care for children with complex medical conditions and brings a high school diploma or equivalent, with the ability to provide technical support, troubleshoot issues, manage tickets, and train users.

Imagine Pediatrics

24/7 virtual pediatric care and support

About Imagine Pediatrics

Imagine Pediatrics offers 24/7 virtual pediatric care customized for children with medical complexity, providing unlimited access to care via messaging, phone call, or video visit, and coordinating with the child's existing care team. Their multidisciplinary team of pediatricians, nurses, social workers, and care coordinators delivers high-quality, virtual-first care and support, with services currently available in Texas and Florida.

220 Athens Way #240, Nashville, TN 37228, USAHeadquarters

2022Year Founded

$5MTotal Funding

SEEDCompany Stage

51-200Employees