Help Desk Technician

Jobtailor

Logan (OH)

On-site

USD 40,000 - 60,000

Full time

14 days+

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Job summary

Jobtailor in the United States is seeking a first-level IT Helpdesk professional to provide troubleshooting support via phone, chat, remote tools, and in person. You will manage user accounts, reset passwords, unlock accounts, and document all interactions in the ticketing system.

The role requires 3+ years in a Microsoft Windows environment, A+ certification, healthcare IT experience preferred, and strong customer service, communication, and teamwork skills.

Qualifications

Associates degree in an IT-related field or equivalent IT certification.
A+ certification required.
3+ years of helpdesk or technology experience in Windows environments.
Healthcare IT experience preferred.
Excellent customer service and communication skills.
Strong desktop support and basic hardware/software troubleshooting.
Networking basics including routing and firewall concepts.
In-depth knowledge of Windows, security, and Microsoft 365.
Experience with mobile device management and remote support.

Responsibilities

Provide first-level technical troubleshooting via phone, chat, remote tools, or in person.
Ensure tickets are resolved efficiently and documented thoroughly.
Manage user accounts: reset passwords, unlocks, group changes, creation/deletion.
Research and resolve issues or escalate to tier 2 when needed.
Install/update/configure software for end users; test fixes for satisfaction.
Perform preventative maintenance on endpoint devices and build/rebuild devices as needed.
Wipe endpoint devices following procedures for recycling or refresh cycles.
Log interactions in the helpdesk system and participate in IT projects.
Provide technical training on ISBH systems and assist with new-hire orientation.
Travel to offices throughout the service area as required.

Skills

A+ Certification

Helpdesk Experience

Microsoft Windows Expertise

Customer Service Skills

Networking Knowledge

Desktop Support

Mobile Device Management

Virus Removal

Cloud Computing

Education

IT-Related Degree or Equivalent Certification

Tools

Helpdesk Ticketing System

Remote Communication Tools

Microsoft 365

Endpoint Devices

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 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.

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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