Help Desk Specialist II

Inland Imaging Associates, LLC; Chandler (AZ); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical and dental insurance

401k with employer matching

Paid vacation and holidays

Job summary

Inland Imaging Associates is seeking a Help Desk II to serve as the first contact for clients, prioritizing service requests and escalating issues as needed. The role requires strong organizational skills and the ability to work in a fast-paced environment with interruptions.

You will resolve a variety of IT problems, install hardware and software, and support multiple users across locations. The ideal candidate has 2+ years of help desk experience, knowledge of PC hardware/software, networks,

Qualifications

• Associate degree or equivalent experience in a related field.
• Two years of related help desk experience preferred.
• Experience with PC hardware/software, networks, and Microsoft tech.

Responsibilities

• Enter, prioritize, and escalate service tickets.
• Provide on-site, phone, and online support to resolve IT issues.
• Install hardware and software and configure systems for end users.
• Monitor queues and respond to customer needs within SLAs.
• Assist with training junior staff and mentoring.

Skills

Help desk experience

PC hardware

PC software

Networking basics

Microsoft technologies

Healthcare IT

Education

Associate’s Degree in related field

Tools

ConnectWise Manage

BrightGauge

IT Glue

N-Central

Job description

Base Pay Range: Job Description: Summary: As the initial phone contact for clients, help desk employees collect detailed information and prioritizes service requests in order to determine resolution or a method of escalation.

General Description: The Help Desk II must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.

Essential Duties / Responsibilities

• Enters, prioritizes, and escalates service tickets via the ticket system.
• Maintains professional positive attitude that communicates our brand to our clients.;
• Works directly with customers, via the phone, onsite, and online, to provide services and help resolve computing problems.
• Responds promptly to customer needs, escalates difficult customer situations, and solicits customer feedback to improve service.
• Installs hardware and peripheral components such as monitors, keyboards, and printers on users’ premises.
• Loads appropriate PC software packages such as operating systems, networking components, and office applications.
• Works independently to Resolves general IT problems (PC hardware, PC software, Server etc.) within SLAs.
• Assists junior level help desk positions for training and mentoring.
• Analyzes system logs and identifies potential issues with computer systems.
• Monitors queue e-mail request folders
• Provides support and/or coverage to meet queue needs based on department needs and team availability.
• Performs other projects and duties as assigned
• Occasional regional travel, weekend work and on-call rotation will be required.

General Duties and Responsibilities: Ability to maintain strict confidentiality. Honest, pleasant manner, and good personal hygiene. Free of alcohol and drug abuse. Ability to access multiple worksites in a timely manner. Excellent communication and interpersonal skills. Detail oriented, ability to multi-task, organized, and able to work in a fast-paced environment. Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc. Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance. Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department. Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities. Rotates to other shifts and locations as needed Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location

Supervisory Responsibilities

There is no supervisory responsibility in this position

Advocacy

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Nuvodia values by knowing and understanding the mission, values and goals

Values

Authentic Connections, Ownership Mentality, Continuous Growth, and Enduring Results

Qualifications

Education: Associate’s Degree in related field or equivalent experience Experience: Two years of related experience including-- Technical helpdesk experience preferred Experience with PC, Network and Microsoft Technology Experience with healthcare applications preferred Knowledge of PC Hardware/Software engineering Knowledge of Server administration/monitoring/software Knowledge in software and image creation/deployment via 3rd party software (Altiris, Ghost, etc.) and scripting. Previous experience working for a Managed IT Services (MSP) preferred Computer Skills: Experience with the following computer applications is highly desired: ConnectWise Manage or like professional services automation (PSA) tool ConnectWise BrightGauge or like business intelligence (BI) tool IT Glue or like knowledge base tool n-Able N-Central or like remote management and monitoring (RMM) tool Microsoft Products: Excel, PowerPoint, SharePoint, Word, Visio

Benefits

• Employees can enroll in medical and dental insurance and are covered by basic vision and term life insurance. Employees are able to enroll in our company's 401k retirement plan with employer matching opportunities and will receive paid vacation, sick, and personal leave, paid holidays and quarterly profitability bonuses.

Background Check

• Must be able to pass a background check

Drug Test

• Eligible employees must be able to pass a post-offer, pre-employment drug test.

Nuvodia/Inland is an EEO employer... Nuvodia, LLC is a customer focused IT company that provides a complete range of technology consulting, project planning and implementation, and hosted and managed services.