Help Desk Specialist II

Nuvodia Staffing•Chandler, AZ

27d•Onsite

About The Position

The Help Desk Specialist II is a regular, full-time, on-site position in Scottsdale, Arizona, working five days a week from Saturday through Wednesday, 8 a.m. to 5 p.m. As the initial phone contact for clients, the specialist gathers details and prioritizes service requests to determine how they should be resolved or escalated. The role handles multiple high-priority issues in a fast-paced office environment with frequent interruptions and deadlines, while communicating professionally and providing a positive client experience. The specialist supports customers by phone, on site, and online; resolves IT problems; installs hardware and software; and helps maintain service queues. The position may involve occasional regional travel, weekend work, on-call rotation, and rotation to other shifts or locations as needed. It has no supervisory responsibilities.

Requirements

Associate’s degree in a related field or equivalent experience.
Two years of related experience.
Excellent communication and interpersonal skills.
Strong organizational and detail-oriented skills, with the ability to multitask, prioritize, make sound decisions, and work effectively in a fast-paced environment.
Ability to maintain confidentiality and demonstrate a professional demeanor.
Ability to access multiple worksites in a timely manner.
Must be able to pass a background check.
Eligible employees must be able to pass a post-offer, pre-employment drug test.

Nice To Haves

Technical help desk experience.
Experience with PCs, networks, and Microsoft technology.
Experience with healthcare applications.
Knowledge of PC hardware and software engineering.
Knowledge of server administration, monitoring, and software.
Knowledge of software and image creation and deployment using third-party software such as Altiris or Ghost, and scripting.
Previous experience working for a Managed IT Services provider.
Experience with ConnectWise Manage or a similar professional services automation tool.
Experience with ConnectWise BrightGauge or a similar business intelligence tool.
Experience with IT Glue or a similar knowledge base tool.
Experience with n-Able N-Central or a similar remote management and monitoring tool.
Experience with Microsoft Excel, PowerPoint, SharePoint, Word, and Visio.

Responsibilities

Enter, prioritize, and escalate service tickets using the ticket system.
Maintain a professional, positive attitude in interactions with clients.
Work directly with customers by phone, on site, and online to provide services and help resolve computing problems.
Respond promptly to customer needs, escalate difficult customer situations, and seek customer feedback to improve service.
Install hardware and peripheral components, such as monitors, keyboards, and printers, at users’ premises.
Load PC software packages, including operating systems, networking components, and office applications.
Independently resolve general IT problems involving PC hardware, PC software, and servers within service-level agreements.
Assist with training and mentoring junior-level help desk employees.
Analyze system logs and identify potential computer-system issues.
Monitor email request folders for the service queue.
Provide support or coverage for queue needs based on department requirements and team availability.
Maintain strict confidentiality and comply with Joint Commission, HIPAA, and protected health information requirements.
Follow company, departmental, health, and safety standards and policies; demonstrate professionalism, teamwork, and effective communication.
Treat clients with dignity and respect and provide excellent customer service.
Participate in continuing education and self-directed learning.
Rotate to other shifts and locations as needed; undertake occasional regional travel, weekend work, and on-call rotation.
Perform other projects and duties as assigned.