Help Desk Technician II in Niagara Falls, New York at Health System Services Ltd

Are you E.P.I.C?!

Do you display Empathy, Passion, Integrity, and Commitment? If YES, join us at HSS where we are passionate about healthcare and providing seamless services to our clients and colleagues.

About the Position

The Help Desk Technician II serves as the single point of contact for staff technology issues, providing day-to-day support through tickets, phone calls, and walk-up assistance. This role supports users with account access, device setup, common application issues, and basic troubleshooting while helping maintain a smooth and secure technology experience across the organization.

What We’re Looking For

• Serve as the single point of contact for staff IT issues, including tickets, calls, and walk-up support.
• Handle password resets, account access, email issues, basic application errors, and printer or connectivity problems.
• Set up and configure laptops, desktops, phones, and standard software for new hires; handle offboarding device wipes and returns.
• Create quick guides and short how-tos for common tasks such as VPN, MFA, and secure remote access.
• Log, track, and update support requests in the ticketing system, ensuring issues are documented clearly and routed appropriately.
• Troubleshoot hardware, software, and basic network or connectivity issues, escalating more complex matters when needed.
• Deliver friendly, clear support to employees with a wide range of technical experience.

Qualifications for Success

• Associate degree or technical training in Information Technology or a related field strongly preferred.
• Relevant certifications such as CompTIA A+ or similar technical training are a plus.
• Experience in help desk, IT support, desktop support, or technical customer service is required.
• Familiarity with Windows environments, Microsoft 365, account management, device deployment, and basic troubleshooting is preferred.
• Strong communication, documentation, customer service, and problem-solving skills.
• Ability to explain common technical steps clearly and create simple user instructions for recurring tasks.

What You Get - Benefits That Go Beyond the Basics

Compensation

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