HELP DESK SUPPORT 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

HELP DESK SUPPORT TECHNICIAN

Liberty Healthcare Management Wilmington, North Carolina, United States

About this position

There's no place like Liberty Healthcare Management

Come explore career opportunities withLiberty Health, a dynamic leader in the healthcare industry. Join us!

We are currently seeking an experienced:

HELP DESK SUPPORT TECHNICIAN

JOB SUMMARY

• Provide first contact and incident resolution to customers with hardware, software, and desktop application software problems.
• Effectively escalates incidents to higher Help Desk Technician, Clinical, Level II or Level III support team when required.
• Document incidents status and solutions in the IT service management software.
• Provide technical assistance including both end users telephone calls, chat, electronically submitted requests and on-site.
• Address all smart phone and tablet issues including but not limited to configuring devices.
• Identify, diagnose, and resolve Level One issues for end users in a call center environment, including telephone calls, chats, electronically submitted tickets and on-site.
• Ability to work in a fast pace call center with multiple priorities while handling end users' requests.
• Analyze and solve end-user problems related to but not limited to network and local printers, PC and mobile hardware, specialized applications, e-mail, internet, Wi-Fi and local-area network access.
• Support and implement of company procedures and policies.
• Perform other duties of a similar nature or level

JOB REQUIREMENTS

• Working towards Associates degree or equivalent work experience
• Valid Driver's License in the state of employment
• Effective verbal and written communications skills
• Strong analytical problem-solving skills and excellent customer service skills.
• Desktop operating systems, various software applications and basic hardware for the PC.
• Principles and theories of network systems and management.
• Internet technologies and products; basic understanding of electrical safety procedure.
• Computer hardware fundamentals including printers.