IT Help Desk Technician

POSITION SUMMARY

Campbell Clinic is seeking a customer-focused Helpdesk Technician to join our Information Technology team. This position serves as the first point of contact for technical support, providing exceptional customer service to physicians, clinicians, and staff across multiple locations.

The Helpdesk Technician is responsible for resolving routine technical issues, accurately documenting support requests, and ensuring users receive timely, professional assistance. More complex issues are escalated to higher support tiers in accordance with departmental procedures.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Serves as the first point of contact for IT Support requests
• Responds to Help Desk tickets, phone calls, emails, and walk-up requests in a professional and courteous manner.
• Troubleshoots and resolve common hardware, software, printing, Microsoft 365, and application issues.
• Accurately documents incidents, troubleshooting steps, and resolutions within the ticketing system.
• Escalate issues to the appropriate support tier when necessary while maintaining ownership of the customer experience.
• Follows up with end users to ensure issues have been resolved satisfactorily.
• Contributes to and utilizes the IT Knowledge Base to improve consistency and efficiency.
• Assists with user education by providing basic guidance on supported technologies and best practices.
• Adheres to departmental processes, documentation standards, and service level expectations.
• Participate in team meetings, training, and continuous improvement initiatives.

* Performs other duties as assigned

SKILL

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