What are the responsibilities and job description for the Level I / Level II IT Helpdesk Technician - Microsoft / Networking - On Site - Alpharetta Ga position at Cost Management Group?
Level I / Level II Service Desk Technician – Microsoft and Networking
- Customer Support & Communication
- Provide first-line IT support via phone, email, and ticketing system (FreshService)
- Deliver professional, empathetic support in a patient-care–driven environment
- Ability to clearly communicate with clinical staff, front desk teams, and internal IT
- Ticket Management & Process Adherence
- Log, triage, categorize, and prioritize incidents and service requests
- Follow defined workflows and escalation procedures
- Maintain accurate and timely ticket updates, notes, and documentation
- Meet SLA expectations for response and resolution times
- Core Technical Skills (Baseline)
- Basic troubleshooting of:
- Windows 10/11 workstations
- Microsoft 365 (Outlook, Teams, Office apps)
- Active Directory (user accounts, password resets, group membership)
- Device support:
- PCs, laptops, printers, scanners, and mobile devices (iPads)
- Level 1 Network Connectivity Support
- Troubleshoot basic network connectivity issues:
- Wired and wireless (WiFi) connectivity
- IP address validation (DHCP vs. static)
- Network access issues (internet, shared drives, applications)
- Perform basic diagnostics:
- Ping tests, IP release/renew, checking network adapters
- Validate physical connections (cabling, switch port link lights)
- Identify and escalate site/network outages appropriately
- Differentiate between device, network, and application-related issues
- User Administration
- Provisioning/deprovisioning users (Microsoft 365, AD, systems as directed)
- MFA support and basic identity troubleshooting
- Shared workstation and secure login awareness (HIPAA considerations)
- Hardware & Deployment Support
- Assist with workstation setups, swaps, and basic hardware installs
- Support peripheral devices (printers, signature pads, credit card terminals, etc.)
- Coordinate with field/onsite teams when needed
- Escalation & Team Collaboration
- Identify when to escalate to Level 2 / Engineering teams
- Provide clear, well-documented handoffs
- Collaborate across Service Desk, Network, Telecom, and other IT teams
- Security & Compliance Awareness
- Follow HIPAA and security best practices
- Recognize and escalate potential security incidents (phishing, suspicious activity)
- Maintain confidentiality of patient and company data
- Adaptability & Work Ethic
- Ability to work in a fast-paced, high-volume environment
- Strong attention to detail and ownership of assigned work
- Willingness to learn internal systems and processes
Pay: From $27.50 per hour
Expected hours: 40.0 per week
Work Location: In person
Salary : $28