Job Description

Job Description

Job Description

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.

We offer comprehensive benefits package which includes the following:

• 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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