Job Description
Our healthcare client is seeking an IT Support Technician to join their Tier 1 support team. This individual will provide a blend of remote helpdesk support and hands-on field support, ensuring end users (including physicians, researchers, clinical staff, and executive leadership) receive timely and effective technical assistance. The ideal candidate will thrive in a fast-paced healthcare environment, possess strong customer service skills, and be comfortable supporting both technical and non-technical users, including C-suite stakeholders. This position is based out of the client's headquarters in Center City Philadelphia and will split time between ticket queue management, phone support, and onsite field support. This is a 6-month contract to hire opportunity with extensions, onsite 5 days a week in Center City Philadelphia. Pay range is $24-28/hr.
Responsibilities:
• Provide Tier 1 and Tier 2 desktop support for end users
• Troubleshoot and resolve hardware, software, network, and application-related issues.
• Support physicians, clinical users, researchers, and executive leadership with a high level of professionalism and customer service.
• Manage and resolve tickets efficiently while meeting service-level expectations.
• Participate in rotating phone support coverage utilizing Zoom Contact Center and other ticketing tools.
• Provide onsite support for office visits, walk-ups, workstation deployments, and technical troubleshooting.
• Perform imaging, deployment, configuration, and setup of Windows 11 devices, laptops, printers, scanners, and peripherals.
• Support asset management activities, including inventory tracking and device lifecycle management.
• Assist infrastructure teams with basic server room tasks and "smart hands" support.
• Troubleshoot network connectivity issues involving LAN/WAN environments and DNS.
• Configure and support printers, including IP-address based printer deployments.
• Support Apple devices including iPads, kiosks, and handheld devices.
• Assist with new hire onboarding, workstation setups, and software installations.
• Work closely with Infrastructure, User Administration, and Security teams to streamline support operations across all offices.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
5+ years of IT Support, Desktop Support, Helpdesk, or Field Services experience
Previous experience supporting healthcare environments (hospital, clinic, physician practice, medical office, etc.)
Strong customer service and communication skills with the ability to support physicians and executive-level stakeholders
Experience with:
Desktop Support
End User Support
Windows 10/11
Active Directory/User Administration
DNS troubleshooting and understanding of primary/secondary DNS concepts
EMR/EHR systems
Hardware deployments and imaging
Printer and scanner support
LAN/WAN troubleshooting
Asset management
Comfortable providing both remote helpdesk support and hands-on field support
Nice to Have Skills & Experience
Experience supporting C-suite executives
Infrastructure or server room exposure
Information Security (Infosec) experience
Experience working within large, multi-site enterprise environments
Apple device support experience
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.