{"schemaVersion":"jobsearcher.job.v1","id":"7f4077908b890614f2d37f78","url":"https://jobsearcher.com/jobs/7f4077908b890614f2d37f78","canonicalUrl":"https://jobsearcher.com/jobs/7f4077908b890614f2d37f78","title":"IT Help Desk Representative","description":"If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.IT Help Desk RepresentativePeyton Street, Barboursville, WV, US3 days ago Requisition ID: 3187Salary Range: $20.00 To $20.00 HourlyJob Summary: This document outlines the expectations and responsibilities of the IT Help Desk Representative role. As part of the frontline IT support team, your primary duty is to ensure reliable technical support for users across all clinics, departments, and administrative functions. This includes resolving day-to-day technical issues, documenting work clearly, escalating when needed, and maintaining a strong standard of service.Essential Duties and Responsibilities:End-User SupportRespond to support tickets via phone, email, or ticketing systemTroubleshoot issues related to:Microsoft Windows OS and Office applicationsDesktop/Virtualization login issues, sessions, MFA, and performance concernsPrinting (queues, offline printers, driver issues, and print server installations)Basic hardware (monitors, docking stations, keyboards, mice)Networking (Wi-Fi connectivity, LAN issues, switch port checks, DHCP/DNS basics)Phone systems (setup, call handlers, voicemail routing)Miscellaneous software or hardware issues as assignedPerform account lockouts, password resets, and user unlocksProvide end-user training for new staff during onboarding or role changesMaintain a positive and helpful tone in all user interactionsSystem & Software ResponsibilitiesImage and deploy computers based on organizational standardsMaintain and update workstation asset records and location trackingMonitor daily backup reports and elevate issues as neededSupport and maintain applications third party tools and applicationsContact vendors as needed (EHR/PM support, phone providers, ISP) for resolution or escalationsDocumentation & ProcessAccurately document all support activities in the ticketing systemRecord steps taken, resolution status, and follow-up actionsWrite or contribute to internal knowledge base articles and troubleshooting guidesKeep SOPs and guides updated based on real-world problem solvingProvide feedback to the IT Services Lead when processes are unclear or outdatedMaintain compliance with all HIPAA and organizational data handling standardsMaintain compliance with all company policies and proceduresTeam & Field SupportParticipate in rotation for on-call or after-hours support (when scheduled)Support Field Techs by preparing equipment and assisting with on-site visits when neededAttend cross-training sessions and share knowledge with teammatesCommunicate any recurring issues or gaps to the IT Services Lead for reviewPromote organization, consistency, and professionalism across all aspects of IT service deliveryIf a ticket cannot be resolved through standard troubleshooting, you are expected to raise it. Before doing so, ensure the following information is collected and included in the ticket:Phone Extension or Contact NumberDetailed Issue DescriptionSteps Taken / Attempted ResolutionsEscalate when:The issue exceeds your access or technical scopeMultiple users or systems are affectedPatient care or core operations are impactedThe issue persists beyond expected resolution timesBackend configuration or admin-level access is requiredOther duties as assigned.Education and/or Work Experience Requirements:High school diploma or GED required; Associate's degree in Information Technology, Computer Science, or related field preferred1-2 years of experience in a technical support, help desk, or customer service roleFamiliarity with Windows and/or macOS operating systems and common software applicationsBasic understanding of network connectivity, hardware troubleshooting, and system configurationExperience using ticketing systems (e.g., ServiceNow, Zendesk, or similar)Excellent customer service and communication skills for supporting non-technical usersIndustry certifications preferred (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation)Experience providing remote support using remote desktop tools is a plusStrong customer service skills and ability to communicate technical information to non-technical usersMust be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer serviceAbility to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practicesPhysical Requirements/Working Conditions:Ability to sit for extended periods while handling calls and working on a computerFrequent use of a keyboard, mouse, and headset for communication and troubleshootingAbility to lift, carry, and move equipment weighing up to 50 lbs (e.g., desktops, printers, monitors)Visual acuity to read electronic displays, schematics, and technical documentationSome local travel between sites using personal or company-provided transportationMust have a valid driver's license and maintain insurability under company policyMay require after-hours, weekend, or on-call support based on operational needs or emergency issuesAbility to adapt to changing priorities and manage multiple tasks in a fast-paced environmentEEO is the Law – Applicants can learn more about our equal opportunity employer status by viewing the federal EEO Know Your Rights poster.Monday-Friday 8:00am-4:30pmSaturday/Sunday possible on callJ-18808-Ljbffr","company":"Automatic Data Processing","rawCompany":"automatic data processing","city":"Barboursville","state":"WV","isRemote":false,"isActive":false,"createdAt":"2026-11-01T12:50:14.955Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"IT Help Desk Representative","description":"If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.IT Help Desk RepresentativePeyton Street, Barboursville, WV, US3 days ago Requisition ID: 3187Salary Range: $20.00 To $20.00 HourlyJob Summary: This document outlines the expectations and responsibilities of the IT Help Desk Representative role. As part of the frontline IT support team, your primary duty is to ensure reliable technical support for users across all clinics, departments, and administrative functions. This includes resolving day-to-day technical issues, documenting work clearly, escalating when needed, and maintaining a strong standard of service.Essential Duties and Responsibilities:End-User SupportRespond to support tickets via phone, email, or ticketing systemTroubleshoot issues related to:Microsoft Windows OS and Office applicationsDesktop/Virtualization login issues, sessions, MFA, and performance concernsPrinting (queues, offline printers, driver issues, and print server installations)Basic hardware (monitors, docking stations, keyboards, mice)Networking (Wi-Fi connectivity, LAN issues, switch port checks, DHCP/DNS basics)Phone systems (setup, call handlers, voicemail routing)Miscellaneous software or hardware issues as assignedPerform account lockouts, password resets, and user unlocksProvide end-user training for new staff during onboarding or role changesMaintain a positive and helpful tone in all user interactionsSystem & Software ResponsibilitiesImage and deploy computers based on organizational standardsMaintain and update workstation asset records and location trackingMonitor daily backup reports and elevate issues as neededSupport and maintain applications third party tools and applicationsContact vendors as needed (EHR/PM support, phone providers, ISP) for resolution or escalationsDocumentation & ProcessAccurately document all support activities in the ticketing systemRecord steps taken, resolution status, and follow-up actionsWrite or contribute to internal knowledge base articles and troubleshooting guidesKeep SOPs and guides updated based on real-world problem solvingProvide feedback to the IT Services Lead when processes are unclear or outdatedMaintain compliance with all HIPAA and organizational data handling standardsMaintain compliance with all company policies and proceduresTeam & Field SupportParticipate in rotation for on-call or after-hours support (when scheduled)Support Field Techs by preparing equipment and assisting with on-site visits when neededAttend cross-training sessions and share knowledge with teammatesCommunicate any recurring issues or gaps to the IT Services Lead for reviewPromote organization, consistency, and professionalism across all aspects of IT service deliveryIf a ticket cannot be resolved through standard troubleshooting, you are expected to raise it. 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