Helpdesk Technician Jobs

About The Position

Requirements

• 2 ~ 3 years of direct experience minimum
• Working knowledge and experience in a Windows based support environment
• Experience with technical Help Desk or high-level customer service operations
• Intermediate to advanced knowledge of PC and Microsoft end-user-facing technologies at the end-user level
• Mid-level knowledge of PC, mobile, telephony and other end-user facing technologies
• Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
• Ability to travel locally - this position is a "float" position that will support two separate Health Center locations in and will travel between the two.
• Ability to provide on-call support once every 9 weeks

Nice To Haves

• Mac support experience a plus
• 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 2 technical and customer support resource to all Health Center/Fund employees
• Covers the tier 1 helpdesk regularly (when necessary) and serves as the escalation point for tickets beyond the ability of Tier I
• Escalates unresolvable tickets to Tier 3
• Documents ticket solutions and expands the knowledgebase within the Service-Now ticketing system
• Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact providing intermediate to advanced troubleshooting and problem resolution
• Resolves issues in a timely and professional manner while meeting or exceeding established metrics
• Takes proactive action in insuring warrant ability of Health Center/Fund technical systems
• Handles Health Center/Fund employee questions regarding end-user-facing hardware and software and serves the Health Center/Fund in a consultative manner
• Ensures timely completion and follow-up of all support incidents
• Creates documentation of technical solutions and help desk procedures and trains others
• Comfortable presenting business solutions in person or via online systems such as Microsoft teams, zoom etc.
• Tracks user satisfaction through follow-up calls and surveys as required / directed
• Assists Infrastructure and Operations functions with special projects as required
• Proficient with imaging laptop/desktops
• Cross trains with other staff and continues to learn and expand on skills beyond helpdesk needs
• Supports the Health Center/Fund’s telecom system
• Assists with audio/visual (A/V) setup and supports meetings as needed
• Learns the Health Center/Fund’s applications including, but not limited to the electronic medical records (EMR) system(s) and other applications and becomes efficient in supporting users needs at the helpdesk level
• 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

Benefits

• Medical
• Dental
• Vision
• Paid Time-Off (PTO)
• Paid Holidays
• 401(k)
• Short- & Long-term Disability
• Life
• AD&D
• Flexible Spending Accounts (healthcare & dependent care)
• Commuter Transit
• Tuition Assistance
• Employee Assistance Program (EAP)