Help Desk Technician

Socket.dev; Plainview (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Socket.dev is seeking a Help Desk Technician to serve as the first point of contact for customers seeking technical assistance with computer systems.

The role involves handling queries via phone, email, or chat, performing remote analyses, and guiding users through fixes to ensure timely resolution.

Qualifications

• Minimum high school diploma; bachelor’s degree preferred.
• Experience with help desk systems and documenting incidents.

Responsibilities

• Answer queries via phone, email or chat and provide technical assistance.
• Perform remote diagnostics to resolve issues and provide timely updates to customers.
• Advise users on fixes and avoid recurrence; document resolutions and steps taken.
• Escalate complex problems to appropriate teams to ensure resolution.
• Assist with software or device installations or upgrades and manage user profiles.

Skills

Tech savvy

Office automation

Remote control

Computer systems

Mobile devices

Troubleshooting

Excellent communication

Customer-oriented

HIPAA compliance

EMR knowledge

Education

High school diploma

BS in Computer Science or related field

Tools

Microsoft certifications

Job description

Description

GENERAL SUMMARY

The Help Desk Technician will serve as the first point of contact for customers to provide technical assistance with computer systems. Must answer queries on basic technical issues and offer advice to solve them. Respond to end-user phone, email, or chat requests for support. The Technician will perform remote analysis through diagnostic techniques and determine the best solution based on details provided by customers. The Technician will ensure quality service by following-up with customers to update them on status and resolution of their issues

Requirements

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Utilizes product information or solution database to research, analyze, and deliver solutions.
• Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
• Documents incidents using help desk systems or tools.
• Escalates problems to appropriate levels or teams to achieve issue resolution.
• May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
• Fulfills all service level standards for response time and quality.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• Microsoft certifications preferred.

KNOWLEDGE | SKILLS | ABILITIES

• Tech savvy with working knowledge of office automation products, databases and remote control.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented with ability to remain calm in difficult situations.
• Complies with HIPAA regulations for patient confidentiality.
• Knowledge in healthcare systems operations such as EMR.

EDUCATION REQUIREMENTS

• High school diploma or equivalent required. BS in Computer Science or relevant field preferred.

EXPERIENCE REQUIREMENTS

• 1 year Help Desk experience preferred. Windows experience preferred.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%