Job Description
Who We Are:Integrated Medical Systems, Inc. (IMS), founded in 1994, is one of the nation's top distributors within the alternate site market. We strive to continually exceed expectations by cultivating valued partnerships and delivering on our commitment to always put our customers first. We offer flexible rental and purchase options for a vast line of disposable and rental products specific to infusion, respiratory, enteral feeding, oncology, and cleanroom.
People at IMS are innovative, dedicated, and experienced to enhance our customer’s experience from start to finish. By joining us, not only will you be working alongside industry experts and thought leaders, but also with a company recognized for its dedication to employee growth and well-being.
What We’re Looking For:IMS is looking for a Level 1 Help Desk Technician to provide essential technical support to our employees. This role involves setting up and configuring new employee devices (laptops, desktops, peripherals), managing existing device inventory and troubleshooting hardware/software issues, and assisting with basic local network administration tasks under supervision. The ideal candidate will possess strong problem-solving skills, excellent customer service abilities, and a foundational understanding of IT support principles.
Job Requirements
What You Bring to the Table:
Required Skills:High school diploma or equivalent
0-2 years of experience in a technical support or customer service role.
Skills:
Strong problem-solving and analytical skills to diagnose technical issues.
Excellent verbal and written communication skills for interacting with technical and non-technical users.
Familiarity with common operating systems (Windows, macOS) and software (Microsoft Office, Google Workspace).
Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP, VPN).
Ability to work under pressure and handle multiple tasks in a fast-paced environment.
Customer-focused mindset with patience and professionalism.
Team player with a willingness to learn and adapt to new technologies.
Ticketing systems – preferably Atera (or Jira, Confluence)
Familiarity with HubSpot or similar CRM tools
Remote desktop tools (e.g., PDQ, RemotePC)
Microsoft Active Directory for user account management
Basic scripting or automation tools (e.g., PowerShell, Batch) is a plus
Diagnostic tools for hardware and software troubleshooting
Preferred Skills:Job Responsibilities
How You’ll Make an Impact:Responds to end-user requests for technical assistance by phone, email, or ticketing system.
Troubleshoots and resolves basic computer, application, system, device, access, or performance issues.
Uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.
Set up new employee hardware and software
Job Benefits
Paid time off
401(k) w/ matching
Dental insurance
Health insurance with 100% of premiums covered by IMS employees
Vision insurance
Employee Wellness Program through Revive Health
