Help Desk Technician
ACH Child and Family Services•Fort Worth, TX
•Onsite
About The Position
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Manage customer experience for employees and contractors submitting technology related service requests. Communicate effectively with internal and external customers about the resolution of their service requests. Provide routine training and support in the use of company technology.
Requirements
- CompTIA A+ or other relevant IT certifications required.
- CompTia A+ required within 60 days of employment.
- Experience working in a call center environment required.
- Experience with call center/helpdesk ticketing system required.
- Experience supporting MS Office, and other standard software applications required.
- Experience supporting clients in a Microsoft platform environment required.
Nice To Haves
- Bachelor's degree or three or more years work experience in a related role preferred.
- Experience in working with non-profit preferred.
- Experience with electronic health records software preferred.
- Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred.
Responsibilities
- Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person) based on the individual preferences of internal and external customers
- Document all requests within an electronic system to track tickets
- Triage customer need, providing immediate support for routine requests and escalating more complex needs to the appropriate vendor or internal resource
- Escalate high-priority requests appropriately
- Proactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolved
- Maintain daily performance of computer systems
- Walk customer through problem-solving process
- Install, modify, and repair computer hardware and software
- Clean up/reset computers, removing unwanted, unwarranted software, returning to initial system delivery state
- Run diagnostic programs to resolve problems
- Diagnose technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Install approved computer peripherals for users
- Setup new users in relevant systems such as Active Directory, Exchange
- Maintain and deploy Windows Script Host (WSH) scripts as needed for agency
- Gain feedback from customers about computer usage
- Set up computers and equipment as requested for routine business needs
- Pick up or move light equipment
- Drive between facilities
- Meet vendors and provide them with appropriate access to facilities
- Provide ad hoc training to employees and contractors in the use of company technology
- Provide one-on-one training and support to users as requested in the routine use of company technology
- Write computer training material/tutorials
- Mentor customer service staff to develop and refine technical skills of department
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
