Help Desk Technician (PRN)
Help Desk Technician (PRN) Location: Remote - Kansas City, MO & Puyallup, WA Department: Information Technology Reports To: Director of Information Technology Company Overview Vertical Health Services delivers high-quality skilled nursing care across multiple states. Our Information Technology team plays a vital role in supporting clinical and administrative operations by providing secure, reliable, and compliant technology solutions that enable exceptional resident care. Position Summary The Help Desk Technician (PRN) serves as the primary point of contact for IT support across Vertical Health Services’ skilled nursing facilities on an as-needed basis. This role provides timely troubleshooting and technical assistance for hardware, software, network, and peripheral issues while maintaining strict compliance with healthcare regulations, including HIPAA. This PRN position supports remote users and responds to support needs as they arise. The technician escalates complex technical issues as needed and contributes to the overall stability and efficiency of IT operations in a fast-paced healthcare environment. The ideal candidate will be eager to learn new skills, adapt to evolving technologies, collaborate effectively within a team environment, and maintain flexibility to support an as-needed PRN schedule.
Key Responsibilities
Technical Support & Troubleshooting Serve as the primary point of contact for IT support requests via phone, email, ticketing system, and in-person support. Diagnose and resolve issues related to desktops, laptops, mobile devices, operating systems, and other IT equipment. Perform light hardware repairs, including component replacement, peripheral installation, system imaging, and basic upgrades. Support printers, scanners, VoIP phones, and other network-connected devices. Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system. Microsoft 365 & Application Support Provide support for Microsoft 365 services, including user account setup, password resets, Teams, SharePoint, OneDrive, and mailbox troubleshooting. Assist users with email, collaboration, and productivity tools. Install, configure, and update approved applications. Network & Device Support Assist with troubleshooting wired and wireless network connectivity issues. Support deployment, configuration, and onboarding of new devices. Assist with endpoint protection, patch management, and basic malware remediation. Escalation & Collaboration Escalate unresolved or complex issues to senior IT staff or appropriate third-party vendors. Communicate clearly and professionally with clinical and administrative teams. Participate in root cause analysis to identify and prevent recurring issues. Documentation, Training & Asset Management Maintain and update IT documentation, standard operating procedures (SOPs), and user guides. Provide basic end-user training and guidance on IT systems and best practices. Track and manage IT hardware and software inventory.
Qualifications
Required 1–3 years of IT support experience (healthcare experience preferred). Experience supporting Windows, macOS, and Microsoft 365 environments. Hands-on experience with computer hardware troubleshooting and repair. Strong customer service and communication skills. Valid driver’s license and ability to travel between facilities. Ability to lift and carry equipment up to 40 pounds. Understanding of HIPAA regulations and protection of PHI. Preferred Associate or bachelor’s degree in Information Technology or related field, or equivalent experience. Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals. Experience working in a Help desk setting within a healthcare organization. Experience using ticketing systems and remote support tools. Apply To This Job