Senior IT Helpdesk

About Abby Care

At Abby Care, our mission is to redefine care for the most vulnerable populations. We are transforming home health through purpose-built, thoughtful technology and a unique care model. What makes us the home health provider of the 21st century: Digital health integrations - We leverage telehealth to give our clinical teams superpowers. We build technology to decrease clinical burnout and improve the measurement of health outcomes. Clinical excellence - We strive to deliver the best-in class care to our families. Our culture encourages clinical growth and emphasizes quality in all our clinical processes. Family training and support - We believe that the family key to a patient's wellbeing and health. Our care model incorporates family support into treatment plans.

The Role 

We are seeking a skilled and experienced Senior IT Helpdesk Technician to join our IT team. This role involves providing technical support to internal employees, troubleshooting IT issues, and ensuring the smooth operation of all hardware, software, and network systems. As a Senior IT Helpdesk Technician, you will take on a leadership role within the team, mentoring junior technicians and taking the lead on more complex technical issues and escalations.

Key Responsibilities:

• Provide Technical Support: Offer advanced troubleshooting and problem resolution for hardware, software, network, and systems issues to internal employees, both in-person and remotely.

• Escalation Point: Act as the primary escalation point for complex IT issues that junior team members cannot resolve.

• Ticket Management: Manage, prioritize, and resolve IT service requests and incidents in a timely manner. Ensure all issues are tracked in the IT ticketing system.

• Mentor and Train: Provide mentorship and training to junior helpdesk staff and assist in onboarding new team members.

• System Maintenance & Configuration: Set up, configure, and maintain desktops, laptops, mobile devices, printers, and other hardware as needed. Install, configure, and troubleshoot software applications.

• Network Support: Troubleshoot and support network connectivity issues, including LAN, WAN, VPN, and wireless networks. Ensure network stability and performance.

• Hardware and Software Support: Perform regular hardware diagnostics, replace faulty components, and ensure software is up-to-date across all devices.

• Collaboration with IT Teams: Work closely with other IT team members (network engineers, system administrators, etc.) to ensure seamless operation of IT infrastructure.

• Documentation & Knowledge Base: Maintain detailed documentation of common issues and resolutions to improve troubleshooting efficiency. Contribute to and update internal knowledge bases and FAQs.

• Security and Compliance: Ensure that IT systems are secure and adhere to company security policies and industry standards. Assist in enforcing security best practices.

• User Training: Provide guidance and support for employees on best practices for using IT systems, applications, and security protocols.

• Continuous Improvement: Identify recurring IT issues and work with the IT department to implement solutions to reduce future incidents.

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

• Experience: 5+ years of experience in IT support, with at least 2 years in a senior or lead role.

• Technical Skills:

  • Strong knowledge of Microsoft Windows, macOS, and Linux operating systems.

  • Experience with Active Directory, Group Policy, and Exchange.

  • Proficient in troubleshooting hardware, software, networking, and peripheral devices (printers, scanners, etc.).

  • Familiarity with networking protocols (TCP/IP, DNS, DHCP, VPN, etc.).

  • Experience with remote desktop tools and helpdesk ticketing systems (e.g., ServiceNow, FreshService, Jira).

  • Understanding of IT security practices and tools, including endpoint protection, firewalls, and antivirus solutions.

• Certifications: Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Solutions Associate [MCSA], or Cisco Certified Network Associate [CCNA]) are highly preferred.

• Problem-Solving: Strong analytical and troubleshooting skills with the ability to solve complex technical issues efficiently.

• Customer Service: Excellent interpersonal and communication skills, with the ability to explain technical issues to non-technical users.

• Organizational Skills: Ability to prioritize and manage multiple tasks and issues at once while maintaining a high level of customer satisfaction.

• Team Player: Ability to work effectively both independently and within a collaborative team environment.

Preferred Qualifications:

• Experience with cloud technologies (e.g., Office 365, Azure, AWS).

• Familiarity with virtualized environments (VMware, Hyper-V).

• Experience with endpoint management tools (e.g., SCCM, Intune).

• Knowledge of backup and disaster recovery solutions.

• Understanding of IT compliance standards (e.g., GDPR, HIPAA).

Our Value Prop to You

• Competitive compensation with sign-on bonus, company equity, and benefits. Our builders are a critical part of our team, and we strive to reflect this through ownership and pay.

• Environment for growth and learning. You will have the opportunity to drive great impact and gain exposure to all functions of the company. Here, you can flex multiple realms of your operating skillset, strategic mindset, and creativity.

• Propel innovation in healthcare. We are leading the change in healthcare against traditional players and outdated systems. You’ll be able to operate in a fast-paced environment and iterate.

• An energizing, compassionate team. Our team cares deeply about each other. We strive to elevate and uplift each other in our day-to-day work to do the best for our families. We don't believe in bureaucratic nonsense.