Fast-Paced IT Help Desk Technician

Liberty Healthcare Management; Wilmington (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Liberty Healthcare Management in Wilmington, North Carolina is seeking a Help Desk Support Technician to provide first contact resolution for hardware, software, and desktop applications. You will document incidents in the IT service management system and support end users via phone, chat, tickets, and on-site.

The role also handles mobile devices, printers, network issues, and Wi-Fi; strong communication and problem-solving skills in a fast-paced call center are essential.

Qualifications

• Working toward an Associate degree or equivalent work experience.
• Strong verbal and written communication skills.
• Analytical problem-solving and customer service excellence.
• Experience with desktop operating systems and basic hardware.

Responsibilities

• Provide first contact and incident resolution to customers with hardware, software, and desktop application software problems.
• Escalate incidents to Level II or Level III when required.
• Document incidents status and solutions in the IT service management software.
• Provide technical assistance via phone, chat, tickets and on-site.
• Address mobile device issues including configuration of smartphones and tablets.
• Identify, diagnose and resolve Level One issues in a call center environment.
• Analyze and solve end-user problems related to network, printers, PC and Wi-Fi.

Skills

Verbal and written communications

Analytical problem solving

Customer service

Multi-tasking

Call center experience

Education

Associate degree or equivalent work experience

Tools

Desktop hardware basics

Printers

Networking fundamentals

Job description

Liberty Healthcare Management in Wilmington, North Carolina is seeking a Help Desk Support Technician to provide first contact resolution for hardware, software, and desktop applications. You will document incidents in the IT service management system and support end users via phone, chat, tickets, and on-site.

The role also handles mobile devices, printers, network issues, and Wi-Fi; strong communication and problem-solving skills in a fast-paced call center are essential.