Service Desk Admin II, Hybrid

CareMetx LLC•Bethesda, OH

5d•Hybrid

About The Position

CareMetx is dedicated to delivering patient access solutions and support services that help patients start and stay on specialty therapy treatments. The Service Desk Admin II provides technical assistance and support for computer systems, hardware, and software, responding to questions, running diagnostics, identifying problems, and implementing solutions. The role is hybrid, with at least two days per week in the office and some remote work; in-office time may increase as business needs change. The employee must be available, with notice, to support in-person tasks and may be required to travel. The position serves as a first point of contact for technical support requests from customers and employees, handling issues through phone, email, in person, or remote access. It also supports onboarding, IT projects, process improvement, service desk ticket management, call center and phone administration, documentation, user training, equipment ordering and deployment, and routine computer system maintenance. The role works with vendors, local sites, and IT Systems Engineers to resolve issues and support corporate systems. The schedule must be flexible within operational hours of 8:00 a.m. to 8:00 p.m. The work environment typically has moderate noise. The job regularly requires sitting and occasionally requires lifting or moving items up to 10 pounds; the skills section also states an ability to lift or move equipment weighing 10 to 50 pounds.

Requirements

At least 4 years of experience providing end-user support for PC desktops and application software, including installing, upgrading, troubleshooting, and repairing personal computers.
Ability to administer and support Microsoft desktop operating systems and a wide variety of end-user hardware and peripherals.
Project management ability.
Detail-oriented, with strong technical, verbal, and written communication skills.
Strong problem-solving skills and ability to work well under pressure.
Customer-service focus.
Knowledge of desktop and server operating systems, including Windows 10 and Windows Server 2008 and 2012.
Knowledge of Microsoft Office tools and Office 365.
Strong interpersonal and relationship-building skills.
Ability to lift and/or move equipment weighing 10 to 50 pounds, as stated in the skills requirements.
Must be flexible on schedule and hours within operating hours of 8:00 a.m. to 8:00 p.m.
Must be available with notice to support in-person tasks.
Ability to meet the physical demands described, including regularly sitting and occasionally lifting or moving up to 10 pounds.
Some travel may be required.

Nice To Haves

Associate degree in computer science, MIS, or a similar technical field is preferred.
Experience administering MS Office 365 and/or Google Business Suite.
Knowledge and experience troubleshooting basic networking equipment, including routers, switches, and wireless access points.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance by phone or email.
Troubleshoot remotely using diagnostic techniques and questions, and provide local IT support for remote sites.
Lead IT projects and contribute to process improvement.
Serve as a first-line resource for technical processes, communications, and follow-up requests.
Suggest ways to improve operations, efficiency, and service to internal and external clients.
Act as a liaison with local vendors.
Provide technical assistance for queries and issues involving computer systems, software, and hardware.
Perform IT onboarding for new employees and contractors, including setting up accounts, computer logins, email addresses, and phone system logins, and distributing equipment; support corporate onboarding and orientation.
Respond to requests by phone, email, in person, or through remote access.
Create work instructions and technical documentation, including knowledge base articles, work instructions, and user guides.
Administer call center and phone systems and troubleshoot them end to end.
Train users on computer hardware, software, and best practices.
Order and receive hardware and software for corporate offices and employees' home offices.
Maintain daily computer system performance, including patches and virus protection.
Respond to helpdesk requests and manage service desk tickets throughout their life cycle.
Ask questions to determine the nature of problems and guide customers through troubleshooting.
Work with hardware and software vendors to troubleshoot endpoint system issues.
Install, modify, and repair computer hardware and software; run diagnostic programs to resolve problems.
Resolve technical issues involving LAN, WAN, and other systems.
Collaborate with IT Systems Engineers on projects and management of corporate systems.
Install computer peripherals for users.
Follow up with customers to confirm resolution and update customer status and information.
Gather customer feedback about computer usage and run reports to identify recurring malfunctions.
Provide assistance with delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software.
Escalate unresolved issues to the next level of support.
Maintain regular and reliable attendance, including being present, on time, and prepared for scheduled work.
Perform other related duties as assigned.