Helpdesk Technician I

What You’ll Do 

The Help Desk Technician I will serve to support our Imagine Pediatrics employees and the portfolio of technologies our employees use to perform their job. The Help Desk Technician I will operationally support employees across all functions within the company. Principle duties include supporting corporate strategy initiatives within the IT Infrastructure service portfolio, providing system administration across core IT Infrastructure technologies, provisioning/de-provisioning hardware and access to teammates and providing initial/triage level support related to break/fix incidents and other customer support issues. You will:

• Provide Technical Support: Respond to user inquiries and requests for assistance via phone, email, chat, or in person. 

• Troubleshoot and Diagnose: Identify, analyze, and resolve technical issues related to desktops, laptops, printers, mobile devices, and common software applications (e.g., Microsoft Office, email clients). 

• Ticket Management: Log, track, and document all support requests and their resolutions using a help desk ticketing system (e.g., Jira Service Management, ServiceNow, etc.).  Also responsible for doing initial triage of new tickets in the queue and either working them or assigning to the team as appropriate/required. 

• Escalation: Direct complex problems or issues beyond the scope of first-level support to the appropriate Tier 2 or 3 technical teams or vendors. 

• Installation and Configuration: Install, configure, and maintain software applications, operating systems, and hardware components. 

• Account Management: Perform routine user account management functions, such as password resets, account creation, and permission modification in systems like Microsoft Entra ID. 

• User Training and Guidance: Provide clear, step-by-step instructions and training to non-technical users on proper system and application usage. 

• Documentation: Contribute to the creation and maintenance of internal knowledge bases and user training manuals.  

What You Bring & How You Qualify 
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In this role, you will need:

• Education/Certifications: A high school diploma or equivalent is required, with an associate or bachelor’s degree in computer science or a related field being preferred. Relevant certifications such as CompTIA A+ or ITIL are highly valued. 

• Technical Knowledge: Strong working knowledge of computer systems, hardware, operating systems (Windows and/or macOS), and common software applications. Familiarity with basic networking concepts (IP, DNS, DHCP) is a plus. 

• Problem-Solving & Analytical Skills: The ability to think critically, diagnose problems effectively, and provide efficient solutions. 

• Communication Skills: Excellent verbal and written communication skills to explain technical information to non-technical users with patience and clarity. 

• Customer Service: A customer-centric approach with a patient, friendly, and professional demeanor to ensure positive user experience. 

• Organizational Skills: Strong time management and organizational abilities to prioritize multiple issues and manage a queue of support tickets simultaneously. 

• Experience: Previous experience in a customer support or IT help desk role is preferred  

• Regulatory Knowledge: Base-level knowledge of U.S. Federal Healthcare regulations such as HIPAA and the Hi-Tech act. Additional knowledge and experience with HITRUST security and compliance standards is ideal.  

What We Offer (Benefits + Perks) 
 
The role offers a base salary range of $57,500 - $65,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

• Competitive medical, dental, and vision insurance 
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability 
• Life insurance at 1x annual salary 
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays 
• Paid new parent leave
• Additional benefits to be detailed in offer