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Help Desk Support Technician



IT, Customer Service
San Antonio, TX, USA
Posted on Monday, October 30, 2023
Medici is changing the healthcare system by delivering best-in-class preventative and complex condition care that dramatically improves outcomes, provides quick access to care, and significantly reduces medical costs. We’ve been able to accomplish this by providing holistic, AI-infused, comprehensive, and integrated care, Medici helps members become healthier while delivering cost savings to employers.

Job Overview: A Help Desk Support Technician plays a critical role in ensuring that end-users receive prompt and effective technical assistance to resolve issues and maintain the functionality of their computer systems, software, and hardware. This role is essential in maintaining a positive user experience and ensuring business operations run smoothly.

Key Responsibilities

  • User Support: Provide first-level technical support and assistance to end-users through various communication channels such as phone, email, chat, or in-person. Address and resolve technical issues, inquiries, and requests in a timely and courteous manner
  • Issue Identification: Accurately diagnose and troubleshoot technical problems related to computer hardware, software, network connectivity, and peripherals. Document issues and their resolutions for future reference
  • Problem Resolution: Resolve common technical issues, including password resets, software installations, system configuration, and connectivity problems. Escalate complex issues to higher-level support when necessary
  • Knowledge Base: Maintain and update a knowledge base or self-help resources to assist end-users in finding solutions to common problems independently
  • Ticket Management: Create, update, and manage support tickets to ensure timely issue resolution and effective tracking of user requests
  • Documentation: Maintain detailed records of support requests, solutions, and user interactions. Keep accurate logs of incidents and resolutions
  • Communication: Communicate technical information clearly and in a non-technical manner to end-users, enabling them to understand and follow instructions
  • Training: Provide basic training to end-users on using software and hardware, as well as best practices for maintaining their equipment
  • Hardware and Software Maintenance: Assist in the setup, installation, and maintenance of computer hardware, operating systems, and software applications
  • Escalation: Escalate issues to senior support personnel or other IT teams when problems cannot be resolved at the first level
  • Feedback Collection: Gather user feedback to identify recurring issues and areas for improvement in IT services


  • High school diploma or equivalent; associate's or bachelor's degree in a relevant field is a plus
  • Strong communication and customer service skills
  • Knowledge of common operating systems (e.g., Windows, macOS, Linux) and office software
  • Familiarity with hardware components and peripherals
  • Problem-solving and troubleshooting abilities
  • Basic understanding of networking concepts
  • Experience with help desk or customer support software is a plus
  • Certifications such as CompTIA A+, CompTIA Network+, or ITIL are beneficial

Working Conditions

  • They may be required to work in shifts, including evenings and weekends, to provide 24/7 support.The job may involve sitting for extended periods and using a computer
  • A help desk support technician is an essential part of an organization's IT team, as they play a vital role in ensuring that users can work efficiently and effectively by resolving technical issues and providing assistance when needed. The exact responsibilities and requirements may vary from one organization to another, depending on the complexity of their IT infrastructure and user needs

Limitations and Disclaimer

  • The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position. All job descriptions are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other team members. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to follow any other job-related instructions and to perform other job-related duties requested by their team leader in compliance with federal and state laws. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the team member must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis

Equal Employment

  • Medici is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law

Check out our company websites!

  • Visit Medici Website
  • Visit Health by Design Website