Help Desk Support I (58704)

Salary

Min Mid Max

51,691 59,415 67,139

Summary of Position:

The Help Desk Support Specialist I provides first-level technical support to Circle the City staff across all clinics and mobile programs. This role is the initial point of contact for IT issues, responsible for triaging and resolving common hardware, software, and account problems while escalating complex network, security, and infrastructure issues to the Senior Network Administrator. The Help Desk Support Specialist I works within NinjaOne for ticketing and remote support, assists with Microsoft 365 and Entra ID account management, supports endpoint deployment via Intune/Autopilot, and helps maintain IT asset inventory. This position requires strong customer service skills, attention to detail, and a willingness to learn in a healthcare environment governed by HIPAA.

Essential Duties & Responsibilities

A. Tier 1 Help Desk & End-User Support (60%)

• Serve as the first point of contact for all IT support requests; triage, document, and resolve Tier 1 issues in NinjaOne ticketing system according to established SLAs.
• Troubleshoot common Windows 10/11 issues: login failures, application errors, printing, connectivity, peripheral setup, and Blue Screen errors.
• Perform Microsoft Entra ID tasks: password resets, account unlocks, MFA enrollment assistance, and basic Conditional Access troubleshooting for end users.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint/OneDrive, Word, Excel) including profile configuration, shared mailbox access, and Teams meeting issues.
• Provide remote and in-person support across clinic locations; travel to sites as needed to resolve issues that cannot be addressed remotely.
• Escalate unresolved or complex issues (network, firewall, security, infrastructure) to the Senior Network Administrator with thorough documentation.
• Support Nextiva VoIP phone system: basic handset configuration, user moves/adds/changes, and voicemail setup.

B. Device Deployment & Asset Management (20%)

• Set up and configure desktops, laptops, and mobile devices using Intune/Endpoint Manager and Autopilot for standardized deployment.
• Manage BitLocker encryption enrollment and recovery key retrieval for end users.
• Coordinate equipment deployment, returns, and replacements; maintain accurate IT inventory and asset records in NinjaOne/CMDB.
• Assist with onboarding and offboarding: provision and deprovision user accounts, equipment, and application access per established checklists.
• Install and configure standard software packages and updates via NinjaOne RMM.

C. Physical Access & Facility Support (10%)

• Process badge credential requests and door access changes in Brivo and Infinias access control systems.
• Troubleshoot basic door access issues (badge not reading, schedule conflicts) and escalate hardware or controller problems to the Senior Network Administrator.
• Assist with basic Wi-Fi connectivity issues; verify UniFi AP status and escalate RF or infrastructure problems.

D. Documentation & Communication (10%)

• Create and update knowledge base articles, how-to guides, and user-facing documentation for common issues and procedures.
• Maintain accurate ticket documentation including issue description, troubleshooting steps taken, and resolution details.
• Communicate clearly with non-technical staff regarding issue status, expected resolution times, and workarounds.
• Participate in team meetings and contribute to continuous improvement of help desk processes.