Help Desk Technician — Windows & Networking Expert

Jobtailor

Kentucky

On-site

USD 40,000 - 60,000

Full time

14 days+

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Job summary

Jobtailor in Kentucky seeks an IT Helpdesk Technician to provide first-level troubleshooting, manage user accounts, and document ticket interactions. You will install software, perform maintenance on endpoint devices, and assist with new-hire setups as part of a busy healthcare IT environment.

The role requires A+ certification, 3+ years in a Microsoft Windows-based helpdesk, and strong customer service skills.

Qualifications

Associates degree in 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 PCs, switches, routers, etc.

Responsibilities

Provide first-level technical troubleshooting support to resolve general ISBH IT issues via telephone, chat, remote tools, or in person.
Ensure all assigned tickets are resolved in a timely, complete, and customer-friendly manner.
Manage user accounts including password resets, unlocks, and group changes.
Research and resolve issues timely, escalating to tier 2 when needed.
Document all customer interactions in each ticket.
Install, update, test, and configure software for end users as necessary.
Apply diagnostic tools to aid in troubleshooting and resolution.
Test fixes to ensure problem resolution and customer satisfaction.
Perform preventative maintenance on endpoint devices as required.
Build and rebuild endpoint devices to support new hires and refresh cycles.
Wipe endpoint devices in line with procedures for recycling or refresh cycles.
Log calls in the helpdesk system and provide technical training on ISBH systems.
Follow up with end users after resolution to ensure satisfaction.
Maintain IT inventory documentation and update inventory systems.
Remove viruses and communicate risks to staff.
Participate in New-Hire Orientation and other projects as assigned.
Travel to offices throughout the service area is required.