Help Desk Specialist (Tier 1-2) / Application Support Specialist

Davita Inc.; Rockville (MD); On-site; USD 60,000 - 64,000; Full time

Job summary

A leading company specialized in healthcare technology seeks a Help Desk Specialist (Tier 1-2) to support end users across various IT issues. The ideal candidate will have a strong customer service background and technical skills to troubleshoot and resolve hardware and software problems efficiently.

Benefits

Medical, dental, and vision insurance

401(k) plan with company matching

Paid time off

Professional development opportunities

Qualifications

• Strong knowledge of Windows OS, Microsoft Office 365, Active Directory.
• Basic understanding of help desk software and ticket management.
• Ability to manage multiple priorities and deliver under tight deadlines.

Responsibilities

• Provide first and second-level technical support to end users.
• Troubleshoot issues related to desktops, software, and network connectivity.
• Document resolutions and escalate complex problems as needed.

Skills

Customer service orientation

Effective communication

Problem-solving

Analytical skills

Education

Associate's degree or related certifications

Tools

ServiceNow

Zendesk

Jira Service Desk

Job description

Overview

Please note that this position is contingent upon the successful award of a contract currently under bid.

Goldbelt Apex, a part of the Healthcare Technology Transformation Group, is a data-focused company dedicated to process and quality in every aspect. As experts in healthcare IT experts, Apex is committed to building systems for healthcare organizations to seamlessly communicate and exchange data across different systems and devices.

Summary:

The Help Desk Specialist (Tier 1-2) is responsible for providing first and second-level technical support to end users across the organization. This role serves as the first point of contact for troubleshooting hardware, software, and network issues, resolving routine problems, and escalating more complex incidents when necessary. The ideal candidate will demonstrate excellent customer service skills, technical aptitude, and the ability to work in a fast-paced IT environment.

Responsibilities

Essential Job Functions:

• Respond to incoming support requests via phone, email, or ticketing system, and provide timely, professional assistance to end users.
• Troubleshoot and resolve Tier 1-2 issues related to desktops, laptops, mobile devices, printers, software applications, email, and network connectivity.
• Perform password resets, software installations, account provisioning, and access troubleshooting in accordance with IT policies.
• Document user interactions, issue resolutions, and follow-up actions in the help desk ticketing system.
• Escalate complex technical issues to Tier 3 or appropriate support teams with detailed documentation.
• Support hardware deployments and assist with imaging, setup, and configuration of end-user devices.
• Maintain and update the IT knowledge base and support documentation.
• Collaborate with IT Asset Management to track assigned equipment and verify asset inventory data.
• Participate in the onboarding/offboarding process by preparing and reclaiming IT assets.
• Ensure compliance with IT security and acceptable use policies when handling support issues.

Qualifications

Necessary Skills and Knowledge:

• Strong customer service orientation with clear, effective communication skills.
• Basic knowledge of Windows OS, Microsoft Office 365, Active Directory, and remote desktop tools.
• Familiarity with help desk software and ticket management systems (e.g., ServiceNow, Zendesk, Jira Service Desk).
• Strong problem-solving skills and ability to plan and deliver technical solutions independently.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities and deliver under tight deadlines.
• Strong analytical skills and attention to detail.

Minimum Qualifications:

• Associate's degree or related certifications.
• Clearance: Public Trust
• Citizenship: US Citizen by birth or naturalization

Pay and Benefits

The salary range for this position is $60,000 - $64,000 annually.

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.