Help Desk Support Spec
About The Position
Seeking a dedicated and knowledgeable Helpdesk Support Specialist to join our IT team. The successful candidate will be responsible for providing technical assistance and support to end-users, diagnosing hardware and software issues, and ensuring the smooth operation of our IT infrastructure. About Claratel Behavioral Health Claratel Behavioral Health is an innovative, community-based behavioral health and developmental disabilities services organization offering a full range of mental health, developmental disabilities, and substance use disorder services to underserved individuals. As a public, not-for-profit organization, Claratel Behavioral Health operates in more than 20 locations in DeKalb County, Georgia, with a diverse workforce of more than 400 direct-care and support staff. If you are passionate about driving change in behavioral health and developmental services and are eager to work in an environment that values innovation and inclusivity, Claratel Behavioral Health is the place for you. Here, your work is impactful, your growth is prioritized, and your well-being is supported. Together, we can forge pathways to a healthier future for all.
Requirements
- Proven working experience in providing help desk support.
- Working knowledge of help desk software, databases, and remote control.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer service orientation.
- BS degree in Information Technology, Computer Science, or equivalent training and/or work experience.
Nice To Haves
- Certification in ITIL, CompTIA A+, Network+, or other relevant certifications.
- Experience with Microsoft Office 365, Windows, and Mac operating systems.
- Familiarity with network management and diagnostic tools.
Responsibilities
- Provide first-level contact and convey resolutions to user issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem-solving processes.
- Assist with administrative tasks related to phone communication, such as updating contact lists and managing voicemail systems
- Follow up with customers, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation, and closure of issues.
- Collaborate with the Workforce Training and Development department to identify training needs and improve training programs
- Recommend procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products, and services.
- Conduct training sessions on EHR functionality and job dependent applications for staff members.
Benefits
- Opportunities for professional development and growth.
- A collaborative and supportive work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
