Helpdesk & IT Infrastructure Technician

The Helpdesk & IT Infrastructure Technician is META Management's frontline resource for end-user support and day-to-day technology operations across all locations. This role is the first point of contact for team members and staff experiencing hardware, connectivity, or device issues - ensuring fast, professional, and thorough resolution with every interaction. In addition to helpdesk responsibilities, this role supports physical IT infrastructure including server hardware, cabling, network closet organization, and hardware lifecycle management, working in close coordination with the Systems & Application Administrator on networking and server environments., End-User Support & Helpdesk

• Serve as the primary frontline contact for all end-user hardware, connectivity, and device support requests
• Troubleshoot workstation, peripheral, printer, phone, and basic application problems; escalate software and application issues to the Systems & Application Administrator
• Manage new user device onboarding - imaging, configuration, account setup, and physical setup at workstations
• Coordinate offboarding hardware collection and ensure devices are wiped, documented, and returned to inventory
• Troubleshoot basic connectivity issues (Wi-Fi drops, VPN access, printer connections) and escalate persistent network issues to the Systems & Application Administrator
• Log, track, and update all support requests in the helpdesk ticketing system; maintain clear and timely communication with end users throughout resolution

IT Infrastructure Support

• Assist with physical server hardware maintenance, including racking, cabling, component replacement, and firmware updates as directed by the Systems & Application Administrator
• Maintain clean, organized, and clearly labeled network closets and cabling infrastructure across all locations
• Support backup validation tasks and alert the Systems & Application Administrator to any failures or anomalies
• Perform site walk-throughs and proactive checks on physical infrastructure; document and report issues before they impact operations
• Coordinate with vendors and facilities teams on infrastructure-related installs, repairs, or site preparation

Hardware Lifecycle & Asset Management

• Configure and deploy end-user hardware including workstations, printers, phones, and peripherals
• Assist with equipment lifecycle planning, replacement cycles, and asset tracking
• Ensure secure disposal and recycling of hardware in compliance with PHI and data security standards

Medical Device & Clinical Technology

• Assist in the configuration of VLANs and secure network connectivity for clinical equipment
• Provide infrastructure support for exam rooms, testing areas, and procedure rooms
• Coordinate with vendors on device integration and remote access requirements; escalate clinical application concerns to the Systems & Application Administrator

Security & Compliance

• Partner with HR to manage onboarding and offboarding access workflows
• Coordinate physical access systems (key fobs, badge access), ensuring only authorized users retain access
• Maintain endpoint protection tools on end-user devices; escalate anomalies or security alerts to the Systems & Application Administrator
• Follow established security protocols for hardware handling, device imaging, and data disposal; report potential security concerns to the Systems & Application Administrator
• Support HIPAA and data security compliance through proper device handling, secure disposal, and PHI-aware workflows
• Assist with annual security risk assessments and audits

What Success Looks Like

End users receive fast, professional, and thorough support - hardware issues are resolved or escalated quickly, onboarding and offboarding are seamless, and team members feel genuinely cared for in every interaction. Physical infrastructure is clean, organized, and well-documented. The Systems & Application Administrator can rely on this role for dependable hands-on support, and the helpdesk queue reflects timely, well-documented resolution of every ticket.

META holds itself to the highest standard of service - warm, professional, and genuinely helpful every time. Regardless of the technical complexity (or lack there-of) in a situation, every interaction with a team member, client, or patient should feel effortless and cared for on their end. Frustrations - whether from a difficult ticket, a repeated issue, or a high-pressure moment - are something leadership is here to help carry. They should never be felt or seen by the people we serve. If something is wearing on you, bring it inward; what goes outward must always be our best., * Associate's or bachelor's degree in Information Technology or related field, or equivalent hands-on experience

• 2-4+ years of experience in IT support, helpdesk, or end-user services; experience with infrastructure or hardware administration a plus
• Working knowledge of networking concepts (VLANs, Wi-Fi, VPN, DNS/DHCP) sufficient to troubleshoot end-user connectivity and support infrastructure tasks
• Familiarity with Windows and macOS workstation environments; experience with server hardware or virtualization (VMware, Hyper-V) a plus
• Experience with enterprise IT environments; familiarity with Cisco Meraki, Unifi, or comparable platforms a plus
• Strong troubleshooting skills and ability to work independently across multiple locations
• CompTIA A+, CompTIA Network+, or equivalent certification preferred
• Healthcare IT or multi-site environment experience a plus