Universal Language Service
Position Objective:
The IT Helpdesk Technician I provides first-level technical support to end users for hardware, software, and network-related issues. This entry-level role is responsible for responding to service requests, troubleshooting problems, and ensuring prompt resolution or escalation. Maintain the hardware (HW) and software (SW) systems and toolsets that allow company staff, customers and Interpreters to operate an Interpretation Services business. The Help Desk position will utilize excellent communications skills to interact with both internal and external customers and Interpreters to troubleshoot IT issues and ensure business continuity. Must act with professional work ethic and awareness of security policies, given the access to confidential and proprietary company information. Requires work outside of normal business hours for systems maintenance and troubleshooting of 24x7 operation. The ideal candidate is customer-focused, detail-oriented, and eager to grow their IT knowledge in a fast-paced environment.
Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve basic hardware, software, and network issues. Escalate complex problems to higher-level support as needed. Install, configure, and maintain desktop systems, laptops, printers, and mobile devices. Support software rollouts, updates, and routine maintenance. Assist both internal and external users with system access, usage and business process issues. Document support activities, resolutions, and updates in the helpdesk ticketing system. Update documentation and processes. Maintain inventory of IT equipment and supplies. Assist with user account management using Active Directory and Azure Entra ID, activate/deactivate users and reset passwords, as needed. Address printer needs: install, change toners, troubleshoot errors, etc. Maintain a work schedule at a minimum of 40 hours per work week (not including afterhours work) of Monday through Friday, 8:00 AM to 5:00, in the Bellevue Corporate Office, unless otherwise required by the Company. Other duties and special projects, as assigned. Regular Ongoing Tasks:
Help Desk - Internal User Support
Prepare workstations for new employees, including deployment of HW and SW as required. Setup and removal of user's accounts for IT systems as needed. Troubleshoot systems including HW and SW as needed. Work with external Vendors on support ticket escalations. Generate or prepare reports for management as needed. Manage Windows updates and other security updates to user workstations. Assist with system maintenance and testing as needed outside of regular business hours. Participate in "on call" scheduling to support the business's IT needs 24x7. Gather feedback from users and recommend changes or solutions to management that can utilize technology to improve business process workflow.
Help Desk - External Customer Support
Assist external customers with password resets and other access issues. Troubleshoot customer issues related to company business processes. Gather feedback from users and recommend changes or solutions to management that can utilize technology to improve business process workflow. Set up, configure, and deploy iPads to clinical and administrative departments. Ensure iPads are connected to secure Wi-Fi networks and troubleshoot connectivity issues. Provide on-site technical assistance to staff, including basic iPad functionality and app support. Monitor device performance and escalate hardware or software issues as necessary. Document technical procedures and maintain asset inventory. Work collaboratively with IT and clinical teams to ensure devices meet compliance and security standards. Support periodic updates, reconfiguration, and re-deployment of mobile devices as needed.
QA - Internal Application Support
Execute manual and/or automated test cases under guidance from senior QA staff. Document and report test results clearly and accurately. Identify, document, and track software defects using tools like Jira, Bugzilla, or Azure DevOps. Re-test fixes and verify resolution of defects. Review functional and technical requirements to ensure testability. Assist in identifying unclear or incomplete specifications. Work closely with developers, business analysts, and other QA team members. Participate in agile ceremonies such as daily stand-ups, sprint planning, and retrospectives. Create and maintain test cases, test scripts, and test data. Update documentation based on changes in application features or requirements. Assist in setting up and maintaining QA test environments. Ensure test systems mirror production conditions where applicable. Promote QA best practices and contribute to continuous improvement of testing processes. Stay informed about tools and trends in software testing. Support QA automation efforts by maintaining test scripts or executing them as directed. Learn and use basic automation frameworks and tools. Perform regression testing to validate functionality after code changes. Ensure previously working features remain stable. Conduct basic UI/UX checks to identify inconsistencies, broken elements, or usability issues.
Qualifications:
High school diploma or equivalent required; Associate's degree or IT certifications (e.g., CompTIA A+/Network+) preferred. 0-2 years of experience in a technical support or IT helpdesk role. Basic understanding of Windows and Mac operating systems. Familiar with basic server and network concepts and possess the ability to boot/restart servers/network devices and perform similar technical network services of low technical complexity. Expert level familiarity with Windows OS. Familiarity with Microsoft Office 365, Active Directory, and common business applications. Experience with Active Directory and/or Azure Entra ID Basic understanding of PC troubleshooting. Basic printer knowledge and troubleshooting Experience supporting Apple iOS devices in an enterprise or healthcare setting preferred. Familiarity with Bluetooth and wired audio device pairing. Strong communication and customer service skills. Ability to work independently and respond quickly to on-site support needs. Comfortable working in a hospital environment, including patient-facing areas. Demonstrate professional work ethic and high level of integrity dealing with confidential company and user information. Ability to prioritize tasks and work efficiently under pressure. Willingness to learn and adapt in a dynamic environment. Experience with Mobile Device Management (MDM) systems (e.g., Jamf, Intune) preferred. Knowledge of HIPAA and healthcare data handling best practices preferred. Previous experience in a hospital or clinical support role preferred. Physical Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job:
The employee is regularly required to talk or hear. The employee is regularly required to work on a computer and to read from a computer screen for long periods of time. The employee is frequently required to stand, walk, use hands-to-finger, handle or feel, reach with hands and arms, and kneel, squat, and crawl in confined spaces. The employee may be required to lift and carry computer components up to 50 pounds on a frequent basis, with or without assistance.
The IT Helpdesk Technician I provides first-level technical support to end users for hardware, software, and network-related issues. This entry-level role is responsible for responding to service requests, troubleshooting problems, and ensuring prompt resolution or escalation. Maintain the hardware (HW) and software (SW) systems and toolsets that allow company staff, customers and Interpreters to operate an Interpretation Services business. The Help Desk position will utilize excellent communications skills to interact with both internal and external customers and Interpreters to troubleshoot IT issues and ensure business continuity. Must act with professional work ethic and awareness of security policies, given the access to confidential and proprietary company information. Requires work outside of normal business hours for systems maintenance and troubleshooting of 24x7 operation. The ideal candidate is customer-focused, detail-oriented, and eager to grow their IT knowledge in a fast-paced environment.
Key Responsibilities: Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system. Diagnose and resolve basic hardware, software, and network issues. Escalate complex problems to higher-level support as needed. Install, configure, and maintain desktop systems, laptops, printers, and mobile devices. Support software rollouts, updates, and routine maintenance. Assist both internal and external users with system access, usage and business process issues. Document support activities, resolutions, and updates in the helpdesk ticketing system. Update documentation and processes. Maintain inventory of IT equipment and supplies. Assist with user account management using Active Directory and Azure Entra ID, activate/deactivate users and reset passwords, as needed. Address printer needs: install, change toners, troubleshoot errors, etc. Maintain a work schedule at a minimum of 40 hours per work week (not including afterhours work) of Monday through Friday, 8:00 AM to 5:00, in the Bellevue Corporate Office, unless otherwise required by the Company. Other duties and special projects, as assigned. Regular Ongoing Tasks:
Help Desk - Internal User Support
Prepare workstations for new employees, including deployment of HW and SW as required. Setup and removal of user's accounts for IT systems as needed. Troubleshoot systems including HW and SW as needed. Work with external Vendors on support ticket escalations. Generate or prepare reports for management as needed. Manage Windows updates and other security updates to user workstations. Assist with system maintenance and testing as needed outside of regular business hours. Participate in "on call" scheduling to support the business's IT needs 24x7. Gather feedback from users and recommend changes or solutions to management that can utilize technology to improve business process workflow.
Help Desk - External Customer Support
Assist external customers with password resets and other access issues. Troubleshoot customer issues related to company business processes. Gather feedback from users and recommend changes or solutions to management that can utilize technology to improve business process workflow. Set up, configure, and deploy iPads to clinical and administrative departments. Ensure iPads are connected to secure Wi-Fi networks and troubleshoot connectivity issues. Provide on-site technical assistance to staff, including basic iPad functionality and app support. Monitor device performance and escalate hardware or software issues as necessary. Document technical procedures and maintain asset inventory. Work collaboratively with IT and clinical teams to ensure devices meet compliance and security standards. Support periodic updates, reconfiguration, and re-deployment of mobile devices as needed.
QA - Internal Application Support
Execute manual and/or automated test cases under guidance from senior QA staff. Document and report test results clearly and accurately. Identify, document, and track software defects using tools like Jira, Bugzilla, or Azure DevOps. Re-test fixes and verify resolution of defects. Review functional and technical requirements to ensure testability. Assist in identifying unclear or incomplete specifications. Work closely with developers, business analysts, and other QA team members. Participate in agile ceremonies such as daily stand-ups, sprint planning, and retrospectives. Create and maintain test cases, test scripts, and test data. Update documentation based on changes in application features or requirements. Assist in setting up and maintaining QA test environments. Ensure test systems mirror production conditions where applicable. Promote QA best practices and contribute to continuous improvement of testing processes. Stay informed about tools and trends in software testing. Support QA automation efforts by maintaining test scripts or executing them as directed. Learn and use basic automation frameworks and tools. Perform regression testing to validate functionality after code changes. Ensure previously working features remain stable. Conduct basic UI/UX checks to identify inconsistencies, broken elements, or usability issues.
Qualifications:
High school diploma or equivalent required; Associate's degree or IT certifications (e.g., CompTIA A+/Network+) preferred. 0-2 years of experience in a technical support or IT helpdesk role. Basic understanding of Windows and Mac operating systems. Familiar with basic server and network concepts and possess the ability to boot/restart servers/network devices and perform similar technical network services of low technical complexity. Expert level familiarity with Windows OS. Familiarity with Microsoft Office 365, Active Directory, and common business applications. Experience with Active Directory and/or Azure Entra ID Basic understanding of PC troubleshooting. Basic printer knowledge and troubleshooting Experience supporting Apple iOS devices in an enterprise or healthcare setting preferred. Familiarity with Bluetooth and wired audio device pairing. Strong communication and customer service skills. Ability to work independently and respond quickly to on-site support needs. Comfortable working in a hospital environment, including patient-facing areas. Demonstrate professional work ethic and high level of integrity dealing with confidential company and user information. Ability to prioritize tasks and work efficiently under pressure. Willingness to learn and adapt in a dynamic environment. Experience with Mobile Device Management (MDM) systems (e.g., Jamf, Intune) preferred. Knowledge of HIPAA and healthcare data handling best practices preferred. Previous experience in a hospital or clinical support role preferred. Physical Requirements:
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job:
The employee is regularly required to talk or hear. The employee is regularly required to work on a computer and to read from a computer screen for long periods of time. The employee is frequently required to stand, walk, use hands-to-finger, handle or feel, reach with hands and arms, and kneel, squat, and crawl in confined spaces. The employee may be required to lift and carry computer components up to 50 pounds on a frequent basis, with or without assistance.