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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician, Tier 1 - **Company:** AMERICAN PAIN CONSORTIUM - **Location:** Atlanta, GA, United States - **Contract:** Permanent contract - **Skills:** Software Applications, Cyber Security, Instant Messaging Technology, Microsoft Office, Microsoft Operating Systems, EClinicalWorks, Electronic Medical Records, Information Technology, Allscripts, User Accounts - **Published:** August 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=38c1ed869f6279c3 ## About the Role * Excellent verbal and written communication skills. * Excellent interpersonal and customer service skills. * Excellent organizational skills and attention to detail. * Excellent time management skills with a proven ability to meet deadlines. * Strong analytical and problem-solving skills. * Ability to prioritize tasks and to delegate them when appropriate. * Ability to function well in a high-paced and at times stressful environment. * Proficient with Microsoft Office Suite or related software. * Strong supervisory and leadership skills. Education and/or Experience Requirements * 2+ years' experience in a desktop support or IT support role preferred * Software Knowledge: Strong knowledge of Microsoft Office Suite and related software. * Operating Systems: Extensive experience with Microsoft operating systems. * IT Security: Understanding of IT security concepts. * Familiarity with common IT support tools and methodologies. * Strong problem-solving and troubleshooting skills. * Ability to work independently and as part of a team. * Familiarity with AllScripts and/or eClinicalWorks or similar are advantageous., To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Standing and/or walking 50% of time * Sitting 50% of the time * Occasional lifting, climbing, carrying, stooping, kneeling, crouching, and reaching., * Associate (Preferred) Experience: * Desktop support/ IT Support: 2 years (Preferred) * EMR systems: 1 year (Preferred) Ability to Commute: * Atlanta, GA 30326 (Required) Willingness to travel: * 50% (Preferred) ## Description The Tier 1 Help Desk Technician is responsible for providing first-level technical support to end-users. This role involves troubleshooting hardware and software issues, responding to service requests, and escalating more complex issues to higher-level support as necessary. The ideal candidate will have strong communication skills, a customer-centric approach, and a basic understanding of IT systems and networks., * Provide first-line support to end-users for computer, application, system, device, and access issues. * Set up new user accounts, permissions, and passwords, including imaging new computers for deployment for new users. * ITSM Toolset Usage: Familiarity with using the ITSM toolset to manage and track incidents and service requests. * RMM (Remote Monitoring and Management): Administer support and monitoring through the RMM tool. * Technical Support: Provide technical support via phone, email, voicemail, instant messaging, and remote software. * PSA: Monitor ticket queues for incoming support requests. Create tickets as needed for incoming calls, chats, and emails. * SOP Maintenance: Participate in * Customer Service: Always be ready to help each customer to the best of your ability. As well as following every issue through to the end. * Stay current with the latest technologies and best practices for IT support. * All other duties as assigned, * Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. * Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments. * Respect for Others - Treats patients, physicians, and colleagues in a professional, respectful, compassionate manner. * Respect for Privacy - Handles all patient, company, and staff information in a confidential manner compliant with all state and federal regulations and the APC Code of Conduct. * Project Management | Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget. ## Related Videos - [What if your HR software adapted to you, not the other way around?](https://www.wearedevelopers.com/videos/100259-what-if-your-hr-software-adapted-to-you-not-the-other-way-around) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Is everything difficult, or is it just me?](https://www.wearedevelopers.com/videos/907-is-everything-difficult-or-is-it-just-me) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Frontend Developer Salary in South Africa](https://www.wearedevelopers.com/magazine/234-frontend-developer-salary-in-south-africa) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Software Developer Salary in South Africa](https://www.wearedevelopers.com/magazine/232-software-developer-salary-in-south-africa)