Helpdesk Technician I

UNITE HERE HEALTH•Las Vegas, NV

7h•$50,100 - $57,000•Onsite

About The Position

UNITE HERE HEALTH serves over 190,000 workers and their families in the hospitality and gaming industry nationwide. The organization is driven to be innovative and progressive, developing impactful programs and benefits. This Helpdesk Technician I position is a temp-to-hire scenario, approximately 90 days, within a Neighborhood Health Center. This period allows candidates to experience the health center environment and determine compatibility with the team and atmosphere. Concurrently, it allows the organization to ensure the candidate provides 5-star experiences to provider partners and staff, maintaining the Helpdesk team’s reputation for high engagement, quality interactions, and solutions. The Helpdesk I will provide world-class customer service to all Health Center/Fund employees, offering technical assistance and information concerning PC, mobile, telephony, and communications hardware and software. This role also serves as a technical resource for IT-related projects and provides input to IT Management decision-making processes, representing the IT department with professionalism, competence, and positivity.

Requirements

Experience with technical Help Desk or high-level customer service operations (0-3 years of direct experience)
Working knowledge and experience in a Windows based support environment
Primary-level knowledge of PC, mobile, telephony and other end-user facing technologies
Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365
Ability to travel locally and support business needs dynamically
Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience

Nice To Haves

Certification in A+ Certification and/or Microsoft Certifications
Valid, unrestricted state driver’s license
Personal vehicle, valid registration, and current insurance

Responsibilities

Serves as a Tier 1 technical and customer support resource to all Health Center/Fund employees
Responds to all local and remote customer inquiries for assistance received primarily via telephone but also from email, chat or direct contact providing first level troubleshooting and problem resolution
Escalates unresolvable tickets to Tier 2
Documents all customer support inquiries using available tracking software and recommends simplification opportunities
Resolves issues in a timely and professional manner while meeting or exceeding established baselines
Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
Handles employee questions regarding end-user facing hardware and software and serves in a consultative manner
Communicates with technical operations and programming support personnel for problem referral
Creates/updates end users accounts per established access matrix and authorization approval
Ensures timely completion and follow-up of all support calls and tracks progress via ticketing system
Creates documentation of technical solutions and help desk procedures
Tracks user satisfaction through follow-up calls and surveys as required/directed
Assists Infrastructure and Operations functions with special projects as required
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth