About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

The Help Desk Analyst is a vital function within our IT department, serving as the primary point of contact for technical support and a crucial link between our users and technology. This role is instrumental in empowering users to effectively utilize technology, while also providing valuable insights into recurring challenges that can drive systemic improvements. You will be responsible for expertly troubleshooting a diverse range of user desktop and remote access technologies, security tools, business applications, and their integration with specialized clinical devices. Equally important is the skillful application of IT automation tools for remote support, meticulous attention to ticket details, and consistent contributions to our knowledge base. We are looking for a naturally curious individual with a willingness to find smarter solutions and a reassuring, collaborative approach when assisting users who may be stressed or impatient.

Key Responsibilities

• Technical Support & Troubleshooting:
  • Provide prompt and effective technical assistance to users for their day-to-day IT problems and service requests across various channels (electronic tickets, inbound phone calls, and occasional in-person deskside visits).
  • Diagnose and resolve a wide array of technical issues related to desktop environments (Windows, potentially macOS/Linux), remote access (e.g., VPN, VDI like Citrix), mobile devices, and peripheral hardware (printers, clinical devices, scanners).
  • Troubleshoot network connectivity issues impacting end-users, basic application functionality, and security-related incidents (e.g., multi-factor authentication, account lockouts).
  • Guide users through troubleshooting steps and provide clear, patient instructions.
• Ticket Management & Documentation:
  • Create and meticulously update service tickets with comprehensive, accurate notes, including troubleshooting steps, resolutions, and relevant details to ensure clear communication and support effective follow-up.
  • Investigate, apply, and contribute to the improvement of knowledge base articles and runbooks to facilitate efficient problem resolution and consistent support delivery.
• Operational Excellence & Improvement:
  • Proactively review monitoring and alerting dashboards/logs for user-impacting trends and respond to emerging issues.
  • Identify recurring problems and actively propose innovative ideas and solutions for improving the technical environment, user experience, and help desk processes.
  • Assist colleagues and other technical staff by sharing expertise and collaborating on complex issues, fostering a team-oriented environment.
  • Adhere strictly to IT Help Desk operational procedures and suggest improvements to enhance efficiency and service quality.
  • Strive to meet defined service level targets (SLTs) and actively work with your supervisor on goal setting and achievement.
• Customer Service & Professional Development:
  • Apply sound judgment when encountering escalating problems, knowing when to involve supervisory assistance or escalate to higher-level IT teams.
  • Maintain a predictable schedule and attendance consistent with IT Help Desk rotation requirements.
  • Take initiative to continuously improve and develop technical skills through self-study and a training plan established with your supervisor.
  • Demonstrate a reassuring, empathetic, and collaborative style when interacting with all users, staff, and patients, ensuring a positive support experience.

Relationships

This role reports directly to the IT Help Desk Manager. You will work closely with other members of the IT Help Desk team, as well as collaborate with higher-level IT teams for issue escalation and resolution. You will establish and maintain effective working relationships with providers, managers, other administrative staff, vendors, and patients, ensuring respectful and professional interactions.

Qualifications

Education & Experience

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 1-3 years of hands-on experience in an IT Help Desk, desktop support, or technical support role.
• Required experience in Microsoft desktop operating environments (Windows 10/11) and Microsoft Office 365 applications.
• Required experience with Microsoft security features, application security principles, and multi-factor authentication (MFA) troubleshooting.
• Required experience supporting both remote access technologies (e.g., Citrix, VPNs) and local desktop environments.
• Required experience with basic network access troubleshooting (e.g., Wi-Fi, wired connections, IP configurations).
• Required experience supporting peripheral devices such as business and clinical printers, fax machines, and lab-specific devices.
• Required experience with clinical and business application launch procedures and basic troubleshooting.
• Required experience with mobile device integration and support (iOS, Android).

Skills & Abilities

• Proven technical problem-solving ability with a meticulous attention to detail and a methodical approach to diagnosing and resolving issues.
• Exceptional communication skills (written and verbal), capable of explaining technical concepts clearly and patiently to non-technical users and documenting issues thoroughly.
• Strong customer-service orientation, demonstrating empathy, professionalism, and a reassuring demeanor even under pressure.
• Disciplined work ethic with excellent organizational skills and the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Curiosity and desire to learn, with a proactive approach to identifying root causes of problems and suggesting process improvements.
• Ability to work effectively both independently and collaboratively within a team environment.
• Strong judgment to assess issue severity and escalate appropriately.
• Ability to treat all individuals (staff, patients, vendors) with respect and professionalism.

Working Conditions & Physical Requirements

This position typically operates within a professional office environment, which may include occasional presence in clinical settings. The incumbent may be required to work at any facility based on operational need, and the schedule may vary, including occasional after-hours or on-call support for critical issues.

Travel to various practice locations may be required, necessitating the ability to drive, a valid driver’s license, and the use of your own reliable transportation. Physical activity will include walking, standing, and sitting for extended periods. Physical demands may also include occasional lifting and carrying equipment up to 30 lbs. or providing physical assistance to patients. Other physical requirements include speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes; vision adequate to read correspondence, computer screens, forms, etc.; and good manual dexterity.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a non - exempt position with a hourly rate of $24-$27

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families.  Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.