FULLY REMOTE - Helpdesk Technician in New Mexico
About The Position
The Helpdesk Technician I (HTI) serves as the first point of contact for employees seeking technical assistance. This role provides frontline technical support, resolves routine hardware, software, and account issues, and appropriately escalates complex incidents to other members of the IT team. The Helpdesk Technician I is responsible for delivering timely, professional customer service while supporting the organization's technology environment. This position reports to the Assistant IT Director. Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment.
Requirements
- High school degree or equivalent
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent written and verbal communication skills
Nice To Haves
- bachelor’s degree in computer science, information systems, or behavioral health related field preferred
Responsibilities
- Process Service Requests to resolution or escalate to other IT Team members using Freshservice within required timelines
- Record events/problems and their resolution in Freshservice
- Document all end user communication in Freshservice
- Answer queries on basic technical issues and offer advice to solve them
- Provide helpdesk and technical support either by phone or remote access
- Respond to IT issues; hardware maintenance, software, networking, etc. within required timelines
- Assist in troubleshooting for system errors
- Assist with the implementation and support of new software and features
- Identify and suggest possible improvements on procedures
- Support and administration of all IT related systems and databases
- May have inadvertent access to PHI in the course of performing IT support and administration functions.
- Detailed Standards and Expectations are listed in the Helpdesk Standards document, provided at time of employment
- Performs other duties as requested
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
