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# Helpdesk Support

- **Company:** BayOne
- **Location:** Fairfield, CA, United States
- **Contract:** Contract
- **Skills:** Microsoft Windows, Health Informatics, Issue Tracking Systems, Information Technology, Servicenow
- **Published:** October 22, 2026
- **Apply:** https://www.dice.com/job-detail/347be7ce-40d8-4068-b0a0-ab448f879f16

## About the Role

* Epic Go-Live support experience (mandatory)
 * 1+ years of Help Desk / IT Support / Service Desk experience
 * Experience handling high-volume inbound support calls
 * Experience creating and managing incident tickets using a ticketing system, * Desktop and laptop troubleshooting
 * Windows PC support
 * Basic network troubleshooting
 * Ticketing/Incident Management tools (ServiceNow, Remedy, Cherwell, etc.)
 * Basic hardware support and peripheral troubleshooting
 * Strong technical aptitude and problem-solving skills

<>Soft Skills

 * Excellent verbal and written communication
 * Strong customer service orientation
 * Ability to multitask in a fast-paced environment
 * Strong analytical and organizational skills
 * Ability to work under pressure while maintaining professionalism

<>Healthcare Environment (Preferred)

 * Healthcare IT or hospital support experience
 * Understanding of clinical and non-clinical user support environments

<>Education

One of the following:

 * Associate's Degree in Computer Science, OR
 * 4 years of equivalent IT support experience, OR
 * 2 years of internal IT Assistant experience performing similar duties independently

## Description

* Answer Help Desk calls and document incidents accurately
 * Troubleshoot and resolve basic Level 1 technical issues remotely
 * Escalate tickets to appropriate support teams when necessary
 * Track, update, and close incidents within SLA guidelines
 * Monitor Help Desk email queue, voicemail, and self-service requests
 * Ensure excellent customer service and follow-up with end users
 * Maintain detailed documentation in the incident management system