Healing Partners is an industry-leading wound care provider, dedicated to enhancing the operational efficiency of Skilled Nursing Facilities. The Help Desk Technician plays a crucial role in onboarding and offboarding employees while providing essential Tier I and II technical support to ensure smooth IT operations.
Responsibilities
- The Help Desk Technician reports to the VP of IT at the Sparks, MD, location and supports both headquarters and remote staff. This role operates during regular business hours, Monday through Friday
- The primary responsibility of this position is the end-to-end onboarding and offboarding of employees, including device preparation, account provisioning, access coordination, new-hire IT orientation, and continuous improvement of onboarding processes to ensure employees are fully productive on day one
- In addition to onboarding and offboarding, the Help Desk Technician provides Tier I and Tier II technical support to staff, resolving day-to-day IT issues with a strong focus on customer service. Complex, security-related, or infrastructure-level issues are escalated to senior IT staff in accordance with established procedures
- Stellar customer service skills are required to perform this job well. Listening and observational skills are required while attempting to always go the extra mile to please the customer
- Own the complete onboarding and offboarding process, ensuring devices, accounts, permissions, and system access are provisioned accurately and on schedule
- Prepare and configure laptops, mobile devices, and peripherals according to established IT standards before employee start dates
- Provision and manage user accounts across Microsoft 365, Active Directory/Entra ID, Intune, and other business systems following documented procedures
- Collaborate closely with HR, hiring managers, and IT leadership to provide a smooth, well-coordinated onboarding experience
- Conduct IT orientation sessions for new hires to introduce required tools, security expectations, and support processes
- Responding to and resolving Help Desk calls via telephone, e-mail, and walk-ins, creating tickets to document issues and resolutions thoroughly in the Help Desk tracking system software. Accurately communicating pertinent information while maintaining a positive attitude, even during high-stress situations
- Researching technical solutions to problems, using all information and resources available. Developing and maintaining checklists providing efficient and expedient access to solved technical issues. Publishing and maintaining detailed documentation and knowledge base articles
- Diagnosing and resolving technical hardware and software issues, working with vendor support as needed
- Imaging, configuring, upgrading, and supporting all IT assets while maintaining an accurate inventory. Working within our Mobile Device Management system to maintain mobile assets
- Assisting users with basic account-related requests using established procedures and escalation guidelines
- Identify issues requiring advanced troubleshooting, security review, or system-level changes and escalate appropriately to Tier III or Systems staff
- Actively participate in IT projects by tracking assigned tasks, maintaining accurate status updates, and following established project management processes
- Other duties as assigned by the VP of IT
Skills
- High school or equivalent (Required)
- Help desk: 1 year (Required)
- Windows: 1 year (Required)
- Experience supporting Microsoft Windows, Office, and Active Directory
- Experience troubleshooting basic network, software, and printing problems
- Experience with computer repair and hardware replacement
- This role requires a high degree of organization, attention to detail, and proactive communication to manage multiple onboarding timelines, ensure accuracy across systems, and keep stakeholders informed
- Industry-related college degrees or certifications (CompTIA, Microsoft) are a plus but not required
- Experience with Office 365, Azure and Apple technology is a plus
Benefits
- Medical, Dental, Vision, eligible on 1st day of month following start date
- Employee Assistance Program (EAP)
- Health Savings Account (HSA)
- Dependent Care FSA
- 401k, Short Term/Long Term disability and life insurance
- Tuition Reimbursement
- Discount Programs
Company Overview
Healing Partners provides wound care solutions for SNFs. It was founded in 2019, and is headquartered in Sparks Glencoe, Maryland, USA, with a workforce of 201-500 employees. Its website is https://healing-partners.com.
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