Help Desk Technician

Jobtailor

Jackson (OH)

On-site

USD 42,000 - 64,000

Full time

14 days+

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Job summary

Jobtailor in the United States is seeking an IT Helpdesk Technician to provide first-level troubleshooting and support for ISBH systems. You will manage user accounts, reset passwords, and troubleshoot hardware and software issues across a Microsoft Windows environment, including Microsoft 365 and security configurations.

The role requires at least 3 years in a helpdesk setting, A+ certification, and excellent communication skills.

Qualifications

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 principles 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.

Responsibilities

Provide first-level technical troubleshooting support to resolve ISBH IT and/or system support issues via telephone, chat, remote tools, and in person.
Ensure all assigned tickets are resolved efficiently, timely, and in a 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 assigned technical issues in a timely and efficient manner, or escalate to tier 2 as appropriate.
Document all customer interactions within each assigned help desk ticket.
Install, update, test, and configure software components for end users as necessary.
Apply diagnostic tools and experience to aid in troubleshooting and resolving issues.
Test fixes to ensure problem resolution and customer satisfaction.
Perform ongoing preventative maintenance on endpoint devices as required.
Build new endpoint devices as necessary to support new hires and device refresh cycles.
Rebuild existing endpoint devices to support device reuse and issue resolution.
Wipe endpoint devices following procedures in support of device recycling and 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 staff, including new hire orientation, new systems rollout, and special projects as necessary.
Follow up with end users post-resolution to ensure customer satisfaction.
Maintain IT inventory documentation and update inventory system as changes occur.
Remove viruses and/or infected files and communicate risks to staff.
Adhere to Confidentiality Policy.
Participate in New-Hire Orientation as needed.
Other technology projects and tasks as assigned by supervisor.

Skills

A+ Certification

Helpdesk Experience

Windows Expertise

Customer Service

Endpoint Device Management

Network Security

Microsoft 365

Desktop Support

Networking Principles

Virus Removal

Mobile Device Management

PC Configuration

Software Installation

Remote Support

Education

Associates degree in IT or equivalent certification

A+ Certification (required)

Tools

Helpdesk Ticketing System

Remote Communication Tools

Inventory Management System

Diagnostic Tools

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 escape 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.

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 principles 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.

Core Competencies

Demonstrates expertise in technical troubleshooting, customer service, and support within a Microsoft Windows-based environment, with a strong focus on endpoint device management and network security. Proficient in utilizing diagnostic tools and providing training to staff while maintaining IT inventory documentation.

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