HELP DESK SUPPORT TECHNICIAN

Liberty Healthcare Management; Wilmington (NC); On-site; USD 40,000 - 52,000; Full time

Job summary

Liberty Healthcare Management in Wilmington, NC is seeking a Help Desk Support Technician to provide first-contact IT assistance for hardware, software, and desktop applications. You will work in a fast-paced call center environment, document incidents, and escalate complex issues to higher support levels as needed.

Responsibilities include assisting end users via phone, chat, email, and on-site, configuring devices, and supporting network and printer problems while upholding company procedures

Qualifications

• Provide first contact and incident resolution for hardware, software, and desktop applications.
• Escalate incidents to higher support levels when required.
• Document incidents status and solutions in IT service management software.
• Provide technical assistance via phone, chat, electronically submitted requests and on-site.
• Address smartphone and tablet issues including configuring devices.
• Identify, diagnose, and resolve Level One issues for end users in a call center environment.
• Work in a fast-paced call center with multiple priorities while handling end users’ requests.
• Analyze and solve end-user problems related to network and local printers, PC hardware, e-mail, Wi-Fi and LAN access.
• Support and implement company procedures and policies.
• Perform other duties of similar nature or level.

Responsibilities

• Provide first contact and incident resolution for hardware, software, and desktop applications.
• Escalate incidents to higher support levels when required.
• Document incidents status and solutions in IT service management software.
• Assist end users via phone, chat, email, and on-site.

Skills

Customer Service

Problem Solving

Desktop Support

Networking Basics

PC Hardware

Printers

Education

Associate degree (in progress)

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.