HRGi Holdings Inc
Job Title: IT Helpdesk Technician
Location: North Bethesda, Maryland
Reports To: IT Manager
Join us in powering the future of pharmacy cost containment!
Expion Health has an exciting opportunity for a IT Helpdesk Technician in our North Bethesda, Maryland office. Our team is continuously expanding the boundaries of the healthcare industry through innovations that intersect data and technology and amplifies human intelligence to result in better outcomes. We need people like you to join in our commitment to drive pure exponential value for our clients and partners.
Are you up for the challenge?
Position Summary The IT Helpdesk Technician is a key member of the IT support team, providing in-person technical assistance at Expion Health's Maryland office while also supporting remote employees across the organization. This role ensures timely resolution of hardware, software, and network-related issues, maintaining a high standard of customer service. The technician serves as the first point of contact for support requests, managing incidents through the ticketing system, diagnosing technical problems, and escalating complex issues when necessary.
Competencies
Deliver & Execute (50%)
– Demonstrates reliability and ownership in resolving technical issues efficiently and accurately. Prioritizes tasks based on urgency and impact, follows through on commitments, and ensures timely closure of support requests. Maintains focus under pressure, adapts to changing priorities, and consistently delivers high-quality service that supports operational continuity and user satisfaction.
Learn & Grow (25%)
– Actively seeks opportunities to expand technical knowledge and improve support skills. Embraces feedback, adapts to new technologies, and stays current with industry trends. Demonstrates curiosity, initiative, and a commitment to continuous improvement in both individual performance and team contribution.
Plan & Align (25%)
– Effectively organizes tasks and resources to meet service expectations and team goals. Anticipates support needs, prioritizes workload, and coordinates with stakeholders to ensure alignment with IT processes and business objectives. Maintains clarity in execution while adapting to shifting priorities and user demands.
Essential Functions
Provide technical support to onsite and remote employees
Support the operations of onsite technical equipment including but not limited to monitors, televisions, tablets, printers
Respond to user inquiries via phone, email, or ticketing system in a timely and professional manner
Diagnose and troubleshoot hardware, software, and network issues
Provide step-by-step technical assistance and guidance to users
Escalate complex issues to higher-level support teams when necessary
Document issues and resolutions in the helpdesk system
Maintain inventory of IT equipment and ensure proper tracking
Assist with onboarding and offboarding of employees, including account provisioning, device setup, device distribution, account de-provisioning, device retrieval, and device re-deployment
Install, configure, and maintain computer systems and applications
Perform other duties as assigned to support the IT department and organizational needs
Required Expertise
Associate's degree in Information Technology or related field (or equivalent experience)
1–3 years of experience in a helpdesk or technical support role
Proficiency in Windows 11 and MacOS environments
Familiarity with Office 365, Smartsheet, and Salesforce
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience working with ticketing systems
Strong analytical and troubleshooting skills
Excellent verbal and written communication abilities
Ability to work independently and collaboratively in a hybrid work environment
Preferred Skills
Experience supporting hybrid work environments and remote collaboration tools
Familiarity with IT asset management platforms and inventory tracking systems
Knowledge of Active Directory, Azure AD, and identity management tools
Experience with mobile device management (MDM) solutions
Understanding of cybersecurity best practices and endpoint protection tools
Ability to create and maintain technical documentation and user guides
Strong customer service orientation and ability to communicate with non-technical users
Experience with onboarding/offboarding processes in a corporate IT setting
What It's Like to Work with Us Expion Health has been challenging the industry status quo for over 30 years, leading with ground-breaking innovation in a wide variety of healthcare solutions. Embracing the latest opportunities that technology can offer within a rapidly evolving industry, we provide exceptional service, technology, and product innovation to meet greater challenges in pharmacy cost management.
While this position is based in our Maryland office, Expion Health supports a distributed workforce across the continental United States. Our connected culture includes regular town halls, one-on-one meetings with executive leadership, educational forums, and social clubs, ensuring that in-office and remote team members stay engaged, informed, and supported.
Benefits
Medical, dental, and vision insurance
Short- and long-term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
Healthcare and dependent care Flexible Spending Accounts
Healthcare Savings Account
401(k) Savings and Investment Plan with company match
Paid time off
Phone and Internet allowance
Expion Health is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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Location: North Bethesda, Maryland
Reports To: IT Manager
Join us in powering the future of pharmacy cost containment!
Expion Health has an exciting opportunity for a IT Helpdesk Technician in our North Bethesda, Maryland office. Our team is continuously expanding the boundaries of the healthcare industry through innovations that intersect data and technology and amplifies human intelligence to result in better outcomes. We need people like you to join in our commitment to drive pure exponential value for our clients and partners.
Are you up for the challenge?
Position Summary The IT Helpdesk Technician is a key member of the IT support team, providing in-person technical assistance at Expion Health's Maryland office while also supporting remote employees across the organization. This role ensures timely resolution of hardware, software, and network-related issues, maintaining a high standard of customer service. The technician serves as the first point of contact for support requests, managing incidents through the ticketing system, diagnosing technical problems, and escalating complex issues when necessary.
Competencies
Deliver & Execute (50%)
– Demonstrates reliability and ownership in resolving technical issues efficiently and accurately. Prioritizes tasks based on urgency and impact, follows through on commitments, and ensures timely closure of support requests. Maintains focus under pressure, adapts to changing priorities, and consistently delivers high-quality service that supports operational continuity and user satisfaction.
Learn & Grow (25%)
– Actively seeks opportunities to expand technical knowledge and improve support skills. Embraces feedback, adapts to new technologies, and stays current with industry trends. Demonstrates curiosity, initiative, and a commitment to continuous improvement in both individual performance and team contribution.
Plan & Align (25%)
– Effectively organizes tasks and resources to meet service expectations and team goals. Anticipates support needs, prioritizes workload, and coordinates with stakeholders to ensure alignment with IT processes and business objectives. Maintains clarity in execution while adapting to shifting priorities and user demands.
Essential Functions
Provide technical support to onsite and remote employees
Support the operations of onsite technical equipment including but not limited to monitors, televisions, tablets, printers
Respond to user inquiries via phone, email, or ticketing system in a timely and professional manner
Diagnose and troubleshoot hardware, software, and network issues
Provide step-by-step technical assistance and guidance to users
Escalate complex issues to higher-level support teams when necessary
Document issues and resolutions in the helpdesk system
Maintain inventory of IT equipment and ensure proper tracking
Assist with onboarding and offboarding of employees, including account provisioning, device setup, device distribution, account de-provisioning, device retrieval, and device re-deployment
Install, configure, and maintain computer systems and applications
Perform other duties as assigned to support the IT department and organizational needs
Required Expertise
Associate's degree in Information Technology or related field (or equivalent experience)
1–3 years of experience in a helpdesk or technical support role
Proficiency in Windows 11 and MacOS environments
Familiarity with Office 365, Smartsheet, and Salesforce
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience working with ticketing systems
Strong analytical and troubleshooting skills
Excellent verbal and written communication abilities
Ability to work independently and collaboratively in a hybrid work environment
Preferred Skills
Experience supporting hybrid work environments and remote collaboration tools
Familiarity with IT asset management platforms and inventory tracking systems
Knowledge of Active Directory, Azure AD, and identity management tools
Experience with mobile device management (MDM) solutions
Understanding of cybersecurity best practices and endpoint protection tools
Ability to create and maintain technical documentation and user guides
Strong customer service orientation and ability to communicate with non-technical users
Experience with onboarding/offboarding processes in a corporate IT setting
What It's Like to Work with Us Expion Health has been challenging the industry status quo for over 30 years, leading with ground-breaking innovation in a wide variety of healthcare solutions. Embracing the latest opportunities that technology can offer within a rapidly evolving industry, we provide exceptional service, technology, and product innovation to meet greater challenges in pharmacy cost management.
While this position is based in our Maryland office, Expion Health supports a distributed workforce across the continental United States. Our connected culture includes regular town halls, one-on-one meetings with executive leadership, educational forums, and social clubs, ensuring that in-office and remote team members stay engaged, informed, and supported.
Benefits
Medical, dental, and vision insurance
Short- and long-term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
Healthcare and dependent care Flexible Spending Accounts
Healthcare Savings Account
401(k) Savings and Investment Plan with company match
Paid time off
Phone and Internet allowance
Expion Health is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#J-18808-Ljbffr