Help Desk Support Specialist II

About Intelliguard: Intelliguard is redefining how hospitals manage their most critical medications. With more than 25 years of experience and the most RFID patents in the field, we combine trusted technology with deep pharmacy expertise to bring accuracy, intelligence, and control to every step of the medication journey. We’re a fast-growing healthcare technology company that believes innovation should make life better for the people who save lives. Our Mira Ecosystem™ connects RFID automation, real-time visibility, and predictive insights to help hospitals reduce waste, prevent shortages, and strengthen compliance. Trusted by hundreds of leading hospitals and health systems across North America, Intelliguard is helping shape the future of medication intelligence. We move fast, solve hard problems, and look for people who thrive in an environment where curiosity, collaboration, and accountability matter. If you’re motivated by building technology that improves healthcare and want to be part of a team that’s making a real impact, we’d love to meet you. Learn more at intelliguardhealth.com Learn more at intelliguardhealth.com About the Role Intelliguard is bringing its front-line IT support in-house. We're hiring a hands-on Help Desk Support Specialist to be the first point of contact for all end-user technology issues — the person our staff turns to when hardware, software, email, or connectivity gets in the way of their work. This role covers the day-to-day Tier 1–2 support that keeps people productive: troubleshooting, resolving, and documenting tickets; setting up and maintaining end-user hardware; and handling routine account, device, and software tasks. You'll own the end-user experience while coordinating with senior IT staff or external vendors on server, network, and security infrastructure. If you like solving problems, working directly with people, and being the reliable go-to for a whole company, this is your role. What You'll Do Ticket & request management Serve as the first point of contact for IT issues via ticketing system, email, phone, and walk-ups. Acknowledge, prioritize, troubleshoot, and resolve incidents; escalate what you can't resolve and follow through to closure. Meet response-time targets: acknowledge urgent issues within ~1 business hour and begin resolution within ~2; handle routine tickets within 1 business day. Keep clear documentation of issues, resolutions, and recurring problems. Hardware support Diagnose and resolve PC, laptop, and peripheral issues — devices that won't power on, strange sounds, boot/hardware errors, and similar. Set up, connect, and troubleshoot peripherals: printers, scanners, monitors, docking stations, keyboards/mice, webcams, speakers/microphones, battery backups, and wireless access points. Apply firmware and BIOS updates. Maintain IT inventory: tag, label, and track covered hardware. Provide basic mobile device support — power and lockup issues, password resets, and multi-factor authentication setup. Software & OS support Troubleshoot software errors, crashes, failed launches, and minor update problems. Install and configure software and minor OS/application updates; configure operating systems for the IntelliGuard environment. Resolve printing issues, low-disk-space warnings, and general Windows errors (time sync, lockups, safe-mode boots). Connect and configure work email on desktop and mobile. Accounts, email & connectivity Handle password resets, account setup, and MFA enrollment. Troubleshoot email send/receive issues. Resolve basic network connectivity problems (DHCP, DNS, and general connectivity troubleshooting) and escalate deeper network/firewall issues as needed. Security & maintenance (day-to-day) Verify that backups are completing successfully. Confirm antivirus/endpoint protection is installed and running. Verify email spam filters and web filters are working properly. Assist and coordinate with software vendors when they need supervised access to systems. User onboarding & offboarding Provision and configure devices and accounts for new hires; deprovision departing users. Provide light end-user guidance on company hardware and software. What We're Looking For 1–3+ years in a help desk, desktop support, or IT support role. Strong Windows desktop/OS troubleshooting skills; comfortable with hardware, peripherals, and printers. Working knowledge of Microsoft 365 / email administration, account management, and MFA tools. Basic networking fundamentals: DHCP, DNS, Wi-Fi, and general connectivity troubleshooting. Familiarity with ticketing systems and clear documentation habits. Excellent communication and customer-service skills — patient, approachable, and clear with non-technical staff. Well-organized, dependable, and able to prioritize competing requests. On-site availability in Columbus, OH within the 7:00 AM–7:00 PM coverage window. Nice to Have Experience with endpoint management/patching tools (e.g., ManageEngine Endpoint Central), endpoint protection (e.g., Huntress EDR), or remote support tools (e.g., BeyondTrust). Exposure to backup solutions (e.g., Veeam), email/web filtering (e.g., Barracuda), and firewalls (e.g., WatchGuard). Experience with IT asset/inventory management. CompTIA A+, Network+, or Microsoft certifications. Prior experience in a healthcare or regulated environment. Why You Should Join Us: Generous Paid Time Off (Vacation, Sick, 10 Holidays, Floating Holiday Time) Medical, Dental, Vision Plans 401K with Employer Match Life/AD&D and Long-Term Disability (LTD) Flexible Spending Account (FSA) Voluntary Life/AD&D Optional Plans Parental Leave Pet Plan To play a part in helping hospitals and health systems continuously improve the environment of safety around every medication decision! Other Information: Hybrid role in Columbus, OH (4 days onsite, 1 day remote) Relocation assistance is NOT available for this role. The essential functions of the job are usually performed in an office setting, in an indoor, temperature controlled environment. The office environment noise level in the work environment is typically low to moderate. While performing the job duties, the employee is regularly required to sit for extended periods, standing and walking intermittently, reach with hands, arms, talk or hear. The employee is required to use office equipment such as a computer, mouse, keyboard, printer. The employee may sometimes be required to lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus. We are committed to providing equal employment opportunities to all qualified individuals. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of the job, we will work with you to provide an appropriate accommodation in accordance with applicable laws.