Help Desk Technician


The role of the Help Desk Technician is to provide IT related support utilizing phone, chat, email, or the ticketing system to communicate with our staff and customers. The Help Desk Technician tasks entail but are not limited to the following: systematically triaging/resolving computer hardware, applications, networks, operating systems, and other Equum Medical supported peripherals. The analyst is expected to capture customer and reported issue details during in-take before escalating and handing off to higher levels of support. The applicant must have availability from 2:00pm-11:00pm Monday-Friday, plus a rotating split on-call schedule for nights and weekends.

Role Purpose

  • Provide first-level technical support to employees and clients locally or remote via phone, email, ticketing system, and in-person.
  • Diagnose and troubleshoot technical issues, including hardware, software, and general networking problems.
  • Document and track issues using the company's ticketing system.
  • Escalate issues to higher levels of support as needed.

Qualifications And Minimum Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Associates degree in computer science or related field, or equivalent work experience.
  • 2-3 years of experience in technical support role.
  • Experience with M365 tools and administration a plus.
  • Strong customer service skills.
  • Self-motivated, resourceful, and able to take initiative.
  • Strong ability to work independently and within team setting to achieve desired outcomes.
  • Confident working independently.
  • Highly responsive and approachable by employees.
  • Knowledge of hardware, software, and networking concepts.
  • Experience with ticketing systems and technical documentation.
  • Excellent verbal and written communication skills.
  • Ability to work in a fast-paced environment.
  • Healthcare industry experience is a plus.

Work Environment & Physical Requirements

  • Position is in an indoor office setting that involves everyday risks or discomforts requiring normal safety precautions.
  • Position includes prolonged periods of sitting at a desk and working on a computer.
  • Ability to lift and carry 50lbs short distances within an office or home.

Salary and Benefits:

  • Competitive Based on Experience
  • Benefits:
  • 401(k)
  • 401(k) matching
  • Health insurance
  • Paid time off
  • Tuition reimbursement
Notice & Disclaimer:  The above job description is meant to describe the general nature and level of work being performed. It is not intended to be construed as an exhaustive, all-inclusive list of all responsibilities, duties, and skills required for the position. Requirements are representative of the minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.

Quick Facts

Location: In person in Brentwood, TN facility.
Shift: 2:00pm -11:00pm Monday-Friday. Plus a rotating split on-call schedule for nights and weekends
Bonus Eligibility:

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