Help Desk Technician

Jobtailor; Newark (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

ISBH is seeking a daytime IT Helpdesk Technician to provide first-level technical troubleshooting and user support across telephone, chat, remote tools, and in-person interactions. You will resolve tickets efficiently, document interactions, and assist with account management and device provisioning.

You will install and configure software, apply diagnostics, perform preventative maintenance on endpoints, and support new hires with device setup.

Qualifications

• Associates degree in IT-related field or equivalent IT certification.
• A+ certification is required.
• 3+ years of helpdesk or technology experience in Microsoft Windows environment.
• Healthcare IT experience preferred.

Responsibilities

• Provide first-level technical troubleshooting support via telephone, chat, remote tools, and in person.
• Resolve assigned tickets in a timely, complete, and customer-friendly manner.
• Manage user accounts: resetting passwords, unlocking, creating, disabling, and troubleshooting issues.
• Document all customer interactions in the helpdesk system.
• Install, update, test, and configure software components for end users.
• Apply diagnostic tools and troubleshooting techniques to resolve issues.
• Test fixes to ensure resolution and customer satisfaction.
• Perform preventative maintenance on endpoint devices.
• Build and rebuild endpoint devices for new hires and refresh cycles.
• Wipe endpoint devices following published procedures.
• Participate in technology projects as assigned.
• Travel to offices in the service area as required.

Skills

Customer service

Communication skills

Desktop support

Networking basics

Windows OS

Microsoft 365

Cloud computing

Troubleshooting

Endpoint devices

Team collaboration

Education

A+ certification

Associate degree or IT certification

Tools

Remote support tools

Ticketing systems

MS Windows environments

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, account management, and customer service 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.