Help Desk Support Technician

AccessHealth; Richmond (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

AccessHealth is seeking an End User Support specialist to provide hands-on assistance for Windows and Apple devices, desktops, laptops, and tablets. You will handle tickets, manage remote users, and support VPN connectivity, VOIP, printing, and scanning in a fast-paced IT environment.

The role requires strong communication, problem-solving, and independent work skills, with a focus on delivering exceptional service and meeting SLAs.

Qualifications

• Provides support of technical issues involving low to medium complexity.
• Ensures all assigned tickets are updated and resolved meeting SLAs.
• Supports end user IT services across Windows and Apple devices.
• Experience with TCP/IP, DNS, and DHCP.
• Ability to work in a fast-paced environment and take ownership.

Responsibilities

• Update and resolve all assigned tickets to meet SLAs.
• Provide hands-on support for end user IT services on desktops, laptops and peripherals.
• Support local and remote desktops in mixed Microsoft and Apple environments.
• Troubleshoot wireless and remote connectivity, VPN, VOIP, printing, and scanning.
• Gather information for IT audits and diligence procedures.

Skills

Customer service

Troubleshooting

Time management

Communication skills

Independent worker

Education

Associate's degree in computer science or equivalent

Tools

Outlook 2013

Outlook 2010

Microsoft Office 365

VPN clients

Job description

JOB SUMMARY:Provides support of technical issues involving low to medium complexity. Functions, 50% of time under general direction of more senior End User Support representatives.ESSENTIAL JOB DUTIES AND RESPONSIBILITIESEnsures all assigned tickets are updated and successfully resolved in a manner that meets or exceeds Service Level Objectives.Provides hands-on support of all end user IT services, including:Support of local and remote desktops, laptops and tablets in a mixed Microsoft and Apple environmentWireless and Remote connectivity, VPN clientsWeb conferencingVOIP phone servicesPrinting and scanningSoftware installations and troubleshootingSmart phone and tablet setup and troubleshootingDesktop connectivity issues, and troubleshoot network issuesGather and record information for IT Audits and diligence proceduresREQUIREMENTS/EDUCATIONStrong verbal and written communication skillsCritical thinker with problem-solver mentalityExtremely detail-oriented with analytical skillsExcellent time management and prioritization skillsGood judgment, initiative, common sense, strong work ethic, dependableMust be customer service focused with a desire to exceed customer expectations at every opportunityMust be able to work independently with minimum oversightProven ability to take ownership of and manage job responsibilitiesStrong team collaboration skillsAbility to work in an extremely fast-paced environment where the technical challenges are diverseScheduling and managing remote techniciansMaintains proper and constant communication with clients and teamExperience with Outlook 2013 client and Outlook 2010Experience with Microsoft Office products including Microsoft Office 365Working understanding of TCP/IP, DNS, and DHCPExperience with multimedia technology used to deliver presentationsExperience with server operating systems such as Windows Server, A+, and other hardware and software support certifications is preferred.Requires associate’s degree in computer science, or equivalent work experience will be considered.PHYSICAL DEMANDS AND WORK ENVIRONMENT:Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle and feel objects, tools and controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch and crawl; talk and hear; taste and smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.Work Environment:Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.Hours:Employees will be assigned to a regular work schedule, which may include hours before 8:00 am, after 5:00 pm, and Saturdays as determined by department needs and requirements.