IT Help Desk Representative

Valley Health

. Respond to support tickets via phone, email, or ticketing system .

Posted 10/17/2026full-timeUnited StatesJunior💰 $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in troubleshooting Microsoft Windows and Office applications, along with basic hardware and networking issues. Capable of providing excellent customer service and support while maintaining compliance with HIPAA and company policies.

Highest-signal resume keywords

Technical Support ExperienceWindows Operating System ProficiencyTicketing System FamiliarityCustomer Service SkillsHIPAA Compliance Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingAccount LockoutsPassword ResetsUser UnlocksNetwork ConnectivityHardware TroubleshootingSystem ConfigurationImaging and Deploying ComputersDocumentation SkillsKnowledge Base Contribution

Soft Skills

Excellent Communication SkillsAbility to Work Under PressurePositive AttitudeAdaptabilityTeam Collaboration

Tools & Technologies

ServiceNowZendeskMicrosoft OfficeEHR/PM SystemsVirtualization Tools

Certifications & Qualifications

High School DiplomaGEDValid Driver's License

Industry Keywords

Technical SupportHelp DeskCustomer ServiceData HandlingSOP Compliance

Tech Stack

Tools & technologies

MacOSServiceNow

About the role

Key responsibilities & impact

Respond to support tickets via phone, email, or ticketing system
Troubleshoot Microsoft Windows, Office applications, desktop/virtualization login issues, MFA, printing, basic hardware, networking, phone systems, and miscellaneous software or hardware issues
Perform account lockouts, password resets, and user unlocks
Provide end-user training for new staff during onboarding or role changes
Image and deploy computers based on organizational standards
Maintain workstation asset records and location tracking
Monitor daily backup reports and escalate issues as needed
Support third-party tools and applications
Contact EHR/PM, phone, and internet service vendors for resolution or escalation
Accurately document support activities, troubleshooting steps, resolution status, and follow-up actions
Write or contribute to knowledge base articles and troubleshooting guides
Keep SOPs and guides updated
Maintain HIPAA, data handling, and company policy compliance
Participate in on-call or after-hours support rotation
Prepare equipment for Field Techs and assist with on-site visits when needed
Attend cross-training sessions and share knowledge with teammates
Communicate recurring issues or gaps to the IT Services Lead
Collect required ticket details and escalate issues exceeding technical scope, affecting multiple users or systems, impacting patient care, persisting beyond expected resolution times, or requiring backend/admin access
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or GED required
1–2 years of experience in a technical support, help desk, or customer service role
Familiarity with Windows and/or macOS operating systems and common software applications
Basic understanding of network connectivity, hardware troubleshooting, and system configuration
Experience using ticketing systems such as ServiceNow, Zendesk, or similar
Excellent customer service and communication skills for supporting non-technical users
Ability to work under pressure and meet deadlines while maintaining a positive attitude
Ability to work independently and complete assignments within given instructions and standard practices
Ability to sit for extended periods while handling calls and working on a computer
Ability to lift, carry, and move equipment weighing up to 50 lbs
Valid driver's license and ability to maintain insurability under company policy
Ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment
Some local travel between sites
May require after-hours, weekend, or on-call support

Benefits

Comp & perks

Monday-Friday 8:00am-4:30pm schedule
Possible Saturday/Sunday on-call support
On-call or after-hours support rotation when scheduled
Personal or company-provided transportation for local travel between sites