IT Help Desk Support Specialist (on-site)

As an IT Help Desk Support Specialist at USA Clinics Group, your primary responsibilities include managing help desk tickets and calls from over 170 clinics, assisting employees with IT issues, and ensuring all systems are operational. You'll also collaborate with corporate support teams and assist with integrating new locations. It’s a dynamic role that requires excellent problem-solving skills and the ability to prioritize tasks.

To qualify for the IT Help Desk Support Specialist position at USA Clinics Group, candidates need an Associates Degree in IT or a related field. While new graduates are encouraged to apply, having 1-3 years of relevant experience and familiarity with Office 365, video surveillance systems, and VoIP systems is preferred. Strong problem-solving abilities and a collaborative attitude are also essential.

Yes, USA Clinics Group offers an excellent benefits package for the IT Help Desk Support Specialist position. This includes health, dental, and vision insurance, along with a 401k plan that features company matching. We believe in taking care of our employees and providing them with the support they need.

The IT Help Desk Support Specialist position at USA Clinics Group is an on-site role. Candidates must be able to reliably commute to the Corporate office, as this is where core duties are performed and collaboration with teams occurs.

Success as an IT Help Desk Support Specialist at USA Clinics Group hinges on a variety of skills. Critical thinking, problem-solving, and the ability to work independently and collaboratively are paramount. Additionally, familiarity with remote access, networking, and Apple mobile device management is advantageous.

When responding to this question, highlight any relevant experience you have in IT support, particularly in clinical or healthcare settings. Mention specific systems you have worked with, like EMR, and any challenges you overcame that demonstrate your problem-solving abilities.

To answer this, discuss your approach to prioritization. Explain how you assess the urgency of each issue and use tools or methods to manage your tasks effectively, ensuring that critical problems are addressed without letting others fall behind.

Provide a step-by-step process you follow when troubleshooting, starting from identifying the issue, gathering context, testing possible solutions, and documenting the resolution process. This showcases your systematic approach to problem-solving.

Share your experience with Office 365, detailing specific applications you have used and how you’ve supported users in understanding and utilizing its features. Speak about any training sessions you’ve conducted or resources you've created.

Outline your approach to integrating new clinics, from assessing their IT needs and equipment to ensuring network connectivity and training staff on the systems they will use. Highlight any past experiences where you successfully managed similar integrations.

Discuss any hands-on experience you have with video surveillance systems like Honeywell or Hikvision, and VoIP technologies. Specific examples will help illustrate your competence with these systems and your ability to support them.

Talk about the resources you rely on to keep current, such as blogs, podcasts, online courses, or industry networking. This shows your commitment to professional development and staying informed.

Explain your approach to escalation. Discuss how you would seek help from colleagues or consult documentation, and emphasize your goal of ensuring the user receives a timely resolution.

Share strategies for handling difficult conversations, such as active listening, empathy, and keeping a positive attitude. Providing an example of a challenging interaction and how you managed it can be very effective.

Reflect on what you find fulfilling about IT support, such as solving problems, helping others, and the dynamic nature of the role. This gives insight into your passion and dedication for the profession.