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IT Help Desk Technician (Level 1&2)

Nirvana Healthcare Management Services

West Orange, NJ

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JOB DETAILS
SKILLS
Anti-Virus Software, Apple, Communication Skills, CompTIA Network+, Computer Workstations, Customer Satisfaction, Customer Support/Service, Desktop Administration, Desktop PC, Detail Oriented, Documentation, Establish Priorities, Help Desk, Identify Issues, Knowledge Base, Laptop PC, Leadership, MCP - Microsoft Certified Professional, MCSA - Microsoft Certified Systems Administrator, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, Multitasking, Network Connectivity, On Site Support, Printers, Problem Solving Skills, Systems Administration/Management, Systems Maintenance, Team Player, Time Management, User Account Administration, Willing to Travel
LOCATION
West Orange, NJ
POSTED
22 days ago

About the Role

We are seeking a dependable and service-oriented IT Help Desk Technician (Level 1 & 2) to support our internal users across multiple medical practice locations. This role is responsible for providing both remote and on-site technical support, ensuring timely resolution of hardware, software, and network-related issues.

This position requires a strong balance of technical troubleshooting skills, customer service, and accountability, as well as the ability to work independently and as part of a collaborative IT team.

Key Responsibilities

User Support & Troubleshooting

  • Provide Tier 1 & 2 support via ticketing system, phone, and in-person visits
  • Troubleshoot issues related to desktops, laptops, printers, mobile devices, and network connectivity
  • Support Windows 10/11, Apple devices, and basic network environments
  • Perform workstation setup, configuration, deployment, and maintenance
  • Install and maintain antivirus/EDR software

Account & System Administration

  • Create and manage user accounts in Active Directory and Office 365
  • Perform password resets, permissions updates, and basic system administration tasks

Ticketing & Documentation

  • Accurately document issues, troubleshooting steps, and resolutions
  • Manage and prioritize tickets, ensuring timely resolution within service levels
  • Contribute to knowledgebase documentation and identify recurring issues/trends

Customer Service & Communication

  • Deliver professional, patient, and effective support to end users
  • Follow up to ensure full resolution and user satisfaction
  • Communicate clearly with team members, leadership, and vendors

On-Site Support

  • Travel to nearby practice locations (within a 10–15 mile radius) as needed

Qualifications

Required:

  • 1–3 years of help desk or desktop support experience
  • Hands-on experience with Active Directory and Office 365
  • Strong troubleshooting skills across hardware and software environments
  • Experience supporting Windows 10/11 systems
  • Excellent communication and customer service skills
  • Ability to work independently and within a team

Preferred:

  • Technical degree or equivalent experience
  • Certifications such as MCP, MCSA, or CompTIA Network+
  • Experience with tools such as Atera RMM, Azure, CrowdStrike, or similar platforms
  • Exposure to Microsoft Server environments (2016–2022)

What We're Looking For

  • A proactive problem-solver who takes ownership of issues through resolution
  • Strong attention to detail and documentation practices
  • Ability to manage multiple priorities in a fast-paced environment
  • A genuine desire to help others and provide excellent service

Work Environment & Reporting

  • Reports to: Director of IT
  • Works closely with: IT team 
  • Combination of desk-based and on-site support responsibilities

About the Company

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Nirvana Healthcare Management Services