Valley Health Systems, Inc. · 8 hours ago
IT Help Desk Representative
Peyton Street, Barboursville, WV, US
Full-time
Onsite
Entry Level
$20/hr - $20/hr
1+ years expValley Health Systems, Inc. is seeking an IT Help Desk Representative to provide reliable technical support for users across all clinics and departments. The role involves troubleshooting various technical issues, documenting support activities, and maintaining compliance with data handling standards while ensuring a positive user experience.
Health CareMedicalNon Profit
Responsibilities
Respond to support tickets via phone, email, or ticketing system
Troubleshoot issues related to:
Microsoft Windows OS and Office applications
Desktop/Virtualization login issues, sessions, MFA, and performance concerns
Printing (queues, offline printers, driver issues, and print server installations)
Basic hardware (monitors, docking stations, keyboards, mice)
Networking (Wi-Fi connectivity, LAN issues, switch port checks, DHCP/DNS basics)
Phone systems (setup, call handlers, voicemail routing)
Miscellaneous software or hardware issues as assigned
Perform account lockouts, password resets, and user unlocks
Provide end-user training for new staff during onboarding or role changes
Maintain a positive and helpful tone in all user interactions
Image and deploy computers based on organizational standards
Maintain and update workstation asset records and location tracking
Monitor daily backup reports and escalate issues as needed
Support and maintain applications third party tools and applications
Contact vendors as needed (EHR/PM support, phone providers, ISP) for resolution or escalations
Accurately document all support activities in the ticketing system
Record steps taken, resolution status, and follow-up actions
Write or contribute to internal knowledge base articles and troubleshooting guides
Keep SOPs and guides updated based on real-world problem solving
Provide feedback to the IT Services Lead when processes are unclear or outdated
Maintain compliance with all HIPAA and organizational data handling standards
Maintain compliance with all company policies and procedures
Participate in rotation for on-call or after-hours support (when scheduled)
Support Field Techs by preparing equipment and assisting with on-site visits when needed
Attend cross-training sessions and share knowledge with teammates
Communicate any recurring issues or gaps to the IT Services Lead for review
Promote organization, consistency, and professionalism across all aspects of IT service delivery
If a ticket cannot be resolved through standard troubleshooting, you are expected to escalate it. Before doing so, ensure the following information is collected and included in the ticket:
User Name
Site/Department
Phone Extension or Contact Number
PC Name or IP Address
Detailed Issue Description
Steps Taken / Attempted Resolutions
Escalate when:
The issue exceeds your access or technical scope
Multiple users or systems are affected
Patient care or core operations are impacted
The issue persists beyond expected resolution times
Backend configuration or admin-level access is required
Other duties as assigned
Qualification
Required
High school diploma or GED required
1–2 years of experience in a technical support, help desk, or customer service role
Familiarity with Windows and/or macOS operating systems and common software applications
Basic understanding of network connectivity, hardware troubleshooting, and system configuration
Experience using ticketing systems (e.g., ServiceNow, Zendesk, or similar)
Excellent customer service and communication skills for supporting non-technical users
Strong customer service skills and ability to communicate technical information to non-technical users
Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Ability to sit for extended periods while handling calls and working on a computer
Frequent use of a keyboard, mouse, and headset for communication and troubleshooting
Ability to lift, carry, and move equipment weighing up to 50 lbs (e.g., desktops, printers, monitors)
Visual acuity to read electronic displays, schematics, and technical documentation
Some local travel between sites using personal or company-provided transportation
Must have a valid driver's license and maintain insurability under company policy
May require after-hours, weekend, or on-call support based on operational needs or emergency issues
Ability to adapt to changing priorities and manage multiple tasks in a fast-paced environment
Preferred
Associate's degree in Information Technology, Computer Science, or related field preferred
Industry certifications preferred (e.g., CompTIA A+, Microsoft 365 Fundamentals, ITIL Foundation)
Experience providing remote support using remote desktop tools is a plus
Company
Valley Health Systems, Inc.
At Valley Health Systems, our mission is to provide quality healthcare for all, especially the underserved.
501-1000 employees
H1B Sponsorship
Valley Health Systems, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (2)
Funding
Current Stage
Late StageLeadership Team
Mathew Weimer
Vice President-Health Services and Chief Medical Officer
Andrea Vallejos, MD, FACOG
Chief Medical Information Officer
Company data provided by crunchbase