JOB DESCRIPTION
JOB TITLE: Help Desk Specialist REPORTING TO: Director, Technical Services
JOB SUMMARY: The Help Desk Specialist provides technical support and customer service for the Connecticut Hospital Association (CHA) and ChimeNet. This position serves as the first point of contact for technology-related issues, requests, and inquiries from internal staff and other external customers. The role includes desktop, mobile, and application support, user account administration, and coordination with network and infrastructure teams to ensure prompt resolution of issues, customer satisfaction, professionalism, and continuous improvement.
Responsibilities include managing service tickets, maintaining accurate documentation, and troubleshooting all computer-related technical issues.
DESCRIPTION OF DUTIES:
- Provide Tier 1–2 technical support for CHA employees and ChimeNet customers; log, prioritize, and resolve requests and incidents using HaloPSA ticketing system; install, configure, and support Windows 11 laptops, desktops, and peripherals.
- Administer and support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Intune, and Office applications); coordinate escalation of complex network or infrastructure issues to senior engineers.
- Support Zoom and Zoom Phone systems, including user setup, troubleshooting, and training.
- Manage user accounts, distribution lists, and permissions in Microsoft Active Directory, Azure AD, and related systems; maintain accurate and detailed documentation of processes, troubleshooting steps, and resolutions; provide VPN and remote-access support for internal and external users.
- Use NinjaOne RMM and Intune for patch management, endpoint monitoring, and asset tracking.
- Assist with hardware deployments, imaging, asset tagging, and inventory documentation; support network printers, mobile devices, and audiovisual systems (e.g., Zoom Rooms).
- Monitor customer networks routinely, troubleshoot basic WAN connectivity issues and work with service providers (Crown Castle, Comcast, Frontier, Cox, etc.) to resolve them.
- Manage DNS change requests for customer domains.
- Participate in 24/7 on-call rotation to provide after-hours support; participate in change management and system maintenance activities.
QUALIFICATIONS:
- Associate degree in Information Technology or related field, or equivalent experience.
- A+ certification or equivalent technical certification preferred.
- Minimum of two years’ experience in a corporate IT or Managed Services environment.
- Knowledge of and experience with:
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- Windows 11 and Microsoft 365
- Microsoft Teams and Zoom collaboration platforms
- Active Directory and Azure AD user management
- Remote access and VPN connectivity
- PC and laptop hardware troubleshooting
- Ticketing systems (HaloPSA or similar)
- Experience with RMM tools such as NinjaOne or equivalent preferred.
- Demonstrated excellent customer service and effective interpersonal and documentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience supporting network and cloud services (Fortinet, Arista, or Microsoft 365) a plus.
- Familiarity with data center or healthcare IT environments preferred.
- Functional knowledge of DNS and how email routing works.
ADDITIONAL INFORMATION:
- Position requires participation in 24/7 on-call rotation and occasional after-hours support.
- Must be able to lift and move IT equipment as needed.
EOE
