Help Desk Technician

Jobtailor

Columbus (OH)

On-site

USD 42,000 - 56,000

Full time

14 days+

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Job summary

Jobtailor in Columbus, OH, is seeking an experienced helpdesk specialist to provide first-level technical support for ISBH IT systems. The role includes account management, device provisioning, and issue resolution across end users in a healthcare IT setting.

The candidate will document interactions, support Windows-based environments, and collaborate with teams while traveling to offices within the service area. Strong customer service and communication skills are essential.

Qualifications

Associates degree in IT-related field or equivalent IT certification required.
A+ certification required.
At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
One year of experience in a Healthcare IT setting preferred.
Excellent customer service and communication skills.
In-depth knowledge of desktop support, basic computer hardware and software troubleshooting, and Microsoft 365.

Responsibilities

Provide first-level technical troubleshooting support via telephone, chat, remote tools, or in person.
Resolve assigned tickets efficiently, completely, and with customer-friendly service.
Manage user accounts: reset passwords, unlock, modify groups, create, disable, delete, troubleshoot.
Research and resolve issues or escalate to tier 2 as appropriate.
Document all interactions in the helpdesk ticketing system.
Install, update, test, and configure software components for end users.
Apply diagnostic skills to aid in troubleshooting and resolution.
Test fixes to ensure problem resolution and customer satisfaction.
Perform ongoing preventative maintenance on endpoint devices.
Build new endpoint devices for new hires and refresh cycles; rebuild or wipe devices as needed.
Work on special IT projects and travel to offices in service area.

Skills

A+ Certification

Helpdesk Support Experience

Microsoft Windows Expertise

Customer Service Skills

Mobile Device Management

Education

Associates Degree in IT-related Field

Tools

Helpdesk Ticketing System

Remote Communication Tools

Diagnostic Tools

Inventory Management System

Mobile Device Management Software

Job description

Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools, as well as in person.
Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner.
Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues.
Research and resolve all assigned technical issues in a timely and efficient manner, and/or elevate the issue to tier 2 support as appropriate.
Appropriately document all customer interactions within each assigned help desk ticket.
Installs, updates, tests, and configures software components for end users as necessary.
Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues.
Test fixes to technical issues to ensure problem resolution and customer satisfaction.
Perform ongoing preventative maintenance on endpoint devices as required.
Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles.
Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution.
Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles.
Work on special IT or technology projects as assigned.
Log all support calls and interactions into the helpdesk ticketing system.
Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary.
Follow up with end users post ticket resolution to help ensure customer satisfaction.
Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur.
Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks.
Adhere to the ISBH Confidentiality Policy.
Participate in New-Hire Orientation as needed.
Other technology projects and tasks as assigned by the supervisor.
Travel to offices throughout the service area is required.

Requirements

Associates degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required.
A+ certification required
At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
One year of experience in a Healthcare IT setting preferred.
Excellent customer service and communication skills.
In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting.
Basic knowledge of networking principals including configuration of network routing and firewall rules.
In-depth knowledge of Microsoft Windows and network security.
In-depth knowledge of Microsoft 365 and cloud computing environment.
Basic knowledge of installation and management of software (updates, tools, etc.).
In-depth experience providing customer service support via in-person, phone or remote means.
Experience with mobile device management.
In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
Working knowledge of wireless networking required.
Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams.
Strong organizational skills and the ability to manage multiple tasks and priorities.
Ability to work collaboratively as part of a multidisciplinary team.
This position requires moderate physical effort on a regular basis, as in frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching and/or occasional lifting.

Core Competencies

Demonstrates expertise in technical troubleshooting, customer service, and account management within a Microsoft Windows-based environment. Proficient in desktop support, network security, and software installation, with a strong focus on customer satisfaction and effective communication.

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