Help Desk Support Spec - 104503

Claratel Behavioral Health•Decatur, GA

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.

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.

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.