Helpdesk Support I

TekWissen•Green Valley, AZ

5d•Onsite

About The Position

The Helpdesk Support I provides first-line assistance to computer users across a nonprofit healthcare organization. Working under the supervision of the Business Operations and Manager, the incumbent responds to help requests, assesses their nature and urgency, documents them in an Incident Management application, and resolves them remotely when possible or routes them to appropriate support staff or vendors. The role follows requests through escalation and resolution, confirms customer satisfaction, and closes tickets. It also supports computer operations that help maintain system availability and data integrity for business-critical systems and applications. The workday is spent primarily receiving customer calls, creating trouble tickets from the Helpdesk email queue, and monitoring self-service requests. The incumbent maintains current customer contact information and knowledgebase content, monitors email and voicemail hourly according to departmental policies, and maintains the asset management database for IT-managed hardware. The role also assists with evaluating, testing, and implementing desktop software and hardware changes, monitors applications, systems, interfaces, networks, and computer-room equipment for errors or potential problems, and occasionally performs common equipment maintenance in the field. The position calls for strong customer service, technical, analytical, and organizational skills, effective communication with users, IT staff, and vendors, and the ability to manage multiple tasks under pressure while maintaining a professional, compassionate, and culturally competent manner. The assignment is temporary, onsite in Green Valley, California, and is listed for two months.

Requirements

Associate's degree in Computer Science, or four years of equivalent work experience, or two years of experience with the client in an IT assistant role performing the same Helpdesk Level I duties without assistance.
Strong customer service, technical, analytical, and organizational skills.
Ability to organize, prioritize, and manage multiple tasks under pressure while maintaining a positive and professional manner.
Commitment to service excellence, including professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
Demonstrated empathy, optimism, resourcefulness, and cultural competency in interactions with others.
Openness to learning new things and collaborating with others.
Understanding of the complexities and challenges of the healthcare environment.
Ability to work under pressure with speed and accuracy.
Excellent oral and written communication skills for working with users, IT staff, and vendors with varying levels of IT knowledge.
Technical aptitude and experience with a wide range of PC and network-based information systems.
Strong problem-solving skills to interpret user-reported problems and assign them to appropriate technical support resources.

Responsibilities

Answer Helpdesk calls and fully document reported problems in the Incident Management application.
Create trouble tickets from the Helpdesk email queue and monitor self-service requests.
Keep customer contact information current in the Incident Management application.
Answer simple frequently asked questions and update and maintain the knowledgebase as needed.
Analyze and resolve calls remotely when possible; otherwise triage and route tickets to appropriate support staff, providing callers with ticket numbers.
Manage requests through escalation, follow-up with support staff, resolution logging, customer satisfaction confirmation, and ticket closure.
Monitor Helpdesk email and voicemail hourly as defined by departmental policies and procedures.
Perform computer operations tasks that support system availability and data integrity for business-critical systems and applications.
Maintain the asset management database for IT-maintained hardware according to department policy.
Assist with evaluating, testing, and implementing new or upgraded desktop software and hardware.
Occasionally perform common field maintenance, such as replacing phone cords, clearing printer errors, and disconnecting or reconnecting equipment.
Monitor applications, systems, interfaces, networks, and computer-room equipment for errors or potential problems.
Recommend and participate in changes to policies, procedures, protocols, and PC standards to improve efficiency and cost effectiveness.