8 Help Desk jobs in Huntington

Marshall Health Network is seeking a Help Desk Support Technician to join our Information Services team. Under the supervision of the Help Desk Supervisor or designee, this role provides front-line technical support to end-users via phone and email. The technician will act as the first point of contact for triaging and resolving Help Desk tickets, ensuring timely and effective support in accordance with service level agreements (SLAs). This position requires strong customer service skills, technical knowledge, and a desire to support users in a healthcare setting.

• Provide first-line technical support to end-users via phone, email, and in-person requests
• Monitor and respond to Help Desk ticket queues in line with SLAs
• Triage and escalate tickets appropriately to ensure timely resolution
• Document all relevant ticket information according to IT procedures
• Troubleshoot basic hardware and software issues, including PCs, mobile devices, printers, and peripherals
• Provide end-user support for Microsoft Office, internet access, and corporate email systems
• Manage user accounts, including password resets and account unlocks
• Maintain a high level of customer service in all support interactions
• Educate users on system usage, security, and best practices
• Provide minimal network assistance and support access to wireless networks
• Contribute to Help Desk process improvements and system documentation
• Maintain confidentiality and follow all organizational and safety standards
• Participate in ongoing unit-specific performance improvement and competency activities
• Perform additional duties as assigned

Marshall Health Network is seeking a Help Desk Support Technician to join our Information Services team. Under the supervision of the Help Desk Supervisor or designee, this role provides front-line technical support to end-users via phone and email. The technician will act as the first point of contact for triaging and resolving Help Desk tickets, ensuring timely and effective support in accordance with service level agreements (SLAs). This position requires strong customer service skills, technical knowledge, and a desire to support users in a healthcare setting.

Key Responsibilities:

• Provide first-line technical support to end-users via phone, email, and in-person requests
• Monitor and respond to Help Desk ticket queues in line with SLAs
• Triage and escalate tickets appropriately to ensure timely resolution
• Document all relevant ticket information according to IT procedures
• Troubleshoot basic hardware and software issues, including PCs, mobile devices, printers, and peripherals
• Provide end-user support for Microsoft Office, internet access, and corporate email systems
• Manage user accounts, including password resets and account unlocks
• Maintain a high level of customer service in all support interactions
• Educate users on system usage, security, and best practices
• Provide minimal network assistance and support access to wireless networks
• Contribute to Help Desk process improvements and system documentation
• Maintain confidentiality and follow all organizational and safety standards
• Participate in ongoing unit-specific performance improvement and competency activities
• Perform additional duties as assigned

• High School Diploma or equivalent required
• College degree in a related IT field or equivalent combination of education and experience preferred
• Relevant certifications (e.g., A+, Microsoft, ITIL) preferred

• 1-3 years of technical support experience required
• Experience in a healthcare or hospital environment preferred

• Excellent phone and email communication skills
• Strong customer service and interpersonal abilities
• Ability to explain technical concepts to users with various technical backgrounds
• Able to manage multiple tasks and meet tight deadlines
• Intermediate proficiency with Microsoft products (Windows, Office Suite, etc.)
• Familiarity with PC networks, Active Directory, and file permissions

At Ntiva, we’re more than a Managed Services Provider—we’re a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other.

Requirements

• Must be an enrolled student at West Virginia University at Parkersburg or Mountwest Community & Technical College
• Must be in first year with at least one semester completed, or in 2nd year
• Must be enrolled in the below programs:
  
  • MountWest - Network Systems & Security
  • WVUP - Computer and Information Technology; Computer Science
• Must be able to work a minimum of 20 hours per week

• Accept incoming client troubleshooting calls and make outbound calls in response to email requests.
• Engaging in email communication with clients
• Laptop/Desktop preparation and setup, utilizing knowledge of Windows and its configuration. and knowledge of network environment and inter-connectivity with servers and printers
• Basic client account administration in Office 365 and Active Directory
• Tracking scheduled work, engaging in communication around that scheduling, and updating the schedule and client as changes occur
• Log accurate and detailed case notes within the Ntiva ticketing system and other documentation systems
• Assess the need for documentation updates and inform management of any necessary changes
• Maintain a positive attitude with a client-centric focus
• Pay close attention to detail to ensure accuracy and efficiency

• Proficiency with troubleshooting problems with, but not limited to, the following technical subjects:
  
  • VPN
  • Internet connectivity losses
  • Remote desktop
  • Microsoft Office software
  • Peripherals, including printers, scanners, and monitors
• Familiarity with administration of Office 365 and Exchange Online
• Proficiency in navigation and administration of Active Directory
• Working knowledge of Windows file shares (SMB/CIFS)
• Strong communication and writing skills
• Ability to review, understand, and implement SOPs and other written training