Helpdesk Technician I, Customer Service

Medical Service Company; Cleveland (OH); Hybrid; USD 110,000 - 120,000; Full time

Job summary

A health services provider in Cleveland, OH is seeking a Helpdesk Technician I for full-time employment. The role involves providing technical support for users, troubleshooting issues, and supporting the company's network. Ideal candidates possess 1-2 years in tech support and have a solid understanding of Microsoft systems. This position offers a hybrid work model and competitive benefits package.

Benefits

Competitive Pay

Advancement Opportunities

Medical, Dental & Vision Insurance

Tuition Reimbursement Program

401k with matching program

Qualifications

• 1-2 years of technical or customer support experience.
• Intermediate knowledge of Microsoft PC operating systems and office productivity tools.
• Experience with solving computer-related problems.

Responsibilities

• Provide first-level support to users by researching and answering questions.
• Respond to help desk requests via telephone, e-mail, and helpdesk system.
• Log and track inquiries using a helpdesk management database.

Skills

Technical support

Microsoft Office

Customer service

Problem solving

Team collaboration

Education

High School Diploma or G.E.D

A+, N+, or Microsoft Certifications

Tools

Helpdesk systems (ManageEngine)

Job description

Join to apply for the Helpdesk Technician I, Customer Service role at Medical Service Company

Join to apply for the Helpdesk Technician I, Customer Service role at Medical Service Company

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).

MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!

MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.

In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

We are hiring: FULL TIME WITH BENEFITS! APPLY TODAY!

• Competitive Pay
• Advancement Opportunities
• Medical, Dental & Vision Insurance
• HSA Account w/Company Contribution
• Pet Insurance
• Company provided Life and AD&D insurance
• Short-Term and Long-Term Disability
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Social Recognition Program
• Employee Engagement Opportunities
• CALM App
• 401k (with a matching program) / Roth IRA
• Company Discounts
• Payactiv/On-Demand Pay
• Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays
  
  
  

This is a Hybrid role with Tuesday, Wednesday and Thursday's in office.

General: Provide first-level support to users by researching and answering questions; resolving problems; providing resources. Provide Helpdesk support to staff on all company supported applications. The successful candidate will troubleshoot computer problems. Assist with ensuring the network is maintained using best-practices and is secure and efficient. Assist with basic E-Commerce order fulfillment functions.

Reports to: Vice President, Information Technology and Business Integration

Responsibilities and Duties:

• Responds to help desk requests via telephone, e-mail, and helpdesk system and responds to basic customer inquiries to ensure customer needs are met.
• Assists customers in resolving basic technical problems by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
• Support the company’s internal computing infrastructure, including all network and workstation hardware, software, and physical connections, ensuring network is secure and efficient.
• Logs and tracks inquiries using a helpdesk management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Coordinates daily processing of E-Commerce orders with various vendors.
• Provides other E-Commerce Technical assistance as needed.
• Miscellaneous assignments/projects as needed.
  
  
  

Qualifications:

• Education
• High School Diploma or G.E.D
• One or more years training in Computer Support.
• A+, N+, or Microsoft Certifications a plus.
• Experience/Knowledge/Skills/Physical Requirements:
• 1-2 years of technical or customer support experience
• Intermediate knowledge of Microsoft PC operating systems and office productivity tools.
• Experience working with technical products and operating systems.
• Experience with solving computer-related problems.
• Experience working with Helpdesk systems (ManageEngine experience a plus).
• Communications skills.
• Customer focused, Friendly, and Approachable.
• Ability to work in a team environment.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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