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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Technician 1 - **Company:** Great Lakes Medical Imaging - **Location:** Williamsville, NY, United States - **Experience:** Starter - **Salary:** $45,760.0 - $52,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Access Network, Business Software, HP Thin Clients, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Software Engineering, Wi-Fi Technology, ServiceNow IT Service Management, Peripherals, Information Technology, Laptops, Gsuite, Cerner EMPI - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a53f394cff4d91fd ## About the Role Do you have experience in Windows?, Do you have a High school diploma or GED?, Required * High school diploma or equivalent. * 0-1 year of IT helpdesk, desktop support, technical support, or closely related customer service experience. * Basic understanding of Windows workstations, Google Workspace, printers, peripherals, and common business applications. * Ability to follow documented procedures, accurately document support activity, and escalate appropriately. * Strong customer service, communication, prioritization, and problem-solving skills. Preferred * Associate's degree or coursework in Information Technology, Computer Science, or a related discipline. * Minimum of 1 year of experience in IT support, helpdesk, desktop support, or healthcare technology support. * Relevant certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or equivalent. * Experience supporting healthcare, radiology, billing, PACS/RIS, or other clinical/business applications. * Experience using an IT ticketing system and maintaining a technical knowledge base. Physical and Mental Requirements * Sitting, standing, walking, and keyboard use for the duration of shift. * May be asked to lift up to 60 pounds. * Ability to listen and communicate with patients, employees, vendors, and physicians face-to-face, by phone, and through electronic communication. * Will be required to read, write, document, and work in a fast-paced office and clinical environment. * Ability to make decisions, prioritize work, follow escalation paths, and react quickly to operational issues. * Must have the mental and physical capabilities to perform all tasks listed above. ## Description Summary: The Helpdesk Technician I role is the first point of contact for IT support across Great Lakes Medical Imaging and Great Lakes Medical Billing. This position is responsible for Tier 1 intake, triage, troubleshooting, documentation, and escalation of end-user technology issues. The role supports daily operations by resolving common workstation, printer, peripheral, account access, application, and basic network connectivity issues while maintaining a high standard of customer service, security awareness, and timely communication. The Great Lakes Way Mindset, Values, and Behaviors MINDSET: Compassion, at every interaction Patient Care- Customer Service * Greet with eye contact and share a smile. * Interact with patients at their pace and level. * Demonstrate patience and compassion when interacting with patients. * Act on opportunities to go above and beyond. Quality- Strive for Excellence * Share information, knowledge, and expertise. * Ask for, accept, and use feedback. * Anticipate and prevent potential problems. * Be responsible and efficient with Great Lakes resources (time, scheduling, property, equipment, etc.). * Take personal responsibility for your work area and the quality of your work. * Look for and act on opportunities for continuous improvement. Teamwork- Perform as One Team * Speak positively about Great Lakes, team members, and patients. * Recognize and share successes of the Great Lakes Way in action. * Proactively offer to help others. * Be flexible and embrace changes with a positive attitude. * Contribute to a fun, energetic, and positive work environment. * Practice blameless problem solving, assuming the positive intentions of others. Essential Functions * Serve as the first point of contact for IT support requests submitted by phone, email, ticketing system, or in person. * Document, categorize, prioritize, track, and update support tickets to ensure timely resolution and clear communication. * Provide Tier 1 troubleshooting for workstations, laptops, thin clients, mobile devices, printers, scanners, peripherals, and common software issues. * Assist with basic user account support, including password resets, access requests, MFA issues, and onboarding/offboarding tasks according to approved procedures. * Perform initial troubleshooting for Clinical and Business Applications, including RIS, PACS, EMPI, billing systems, and other approved platforms. * Escalate incidents and service requests to internal teams, third-party support, or vendors when issues exceed Tier 1 scope or require elevated access. * Install, configure, replace, and deploy standard endpoint hardware, peripherals, printers, and approved software under established IT procedures. * Provide basic network support, including initial troubleshooting of connectivity, Wi-Fi, VPN, printing, and workstation network access issues. * Follow security and compliance procedures when handling user access, devices, protected health information, and support requests in a healthcare environment. * Maintain accurate IT knowledge base articles, troubleshooting notes, asset records, and user-facing documentation. * Assist with hardware, software, IT supply, and spare equipment inventory tracking. * Support IT projects, device refreshes, application rollouts, and new site or department initiatives as assigned. * Conduct assigned quality assurance or checklist-based tasks, including workstation readiness, peripheral validation, and basic diagnostic monitor support under direction. * Meet or exceed assigned service level expectations, KPIs, customer service standards, and documentation requirements. * Perform other duties as required or assigned to support departmental goals and ensure effective operation of the organization's technology services. ## Related Videos - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv)