IT Help Desk Technician: Customer‑Focused Support Pro

Magnolia-Regional-Health-Center; Corinth (MS); On-site; USD 35,000 - 52,000; Full time

Job summary

Magnolia Staffing Solutions, Inc. Information Technology in Corinth, MS is seeking a Help Desk Technician to provide support for basic to intermediate incident resolution and requests reported to the IT Help Desk.

You will perform initial assessment, triage, and research of issues related to application software and infrastructure components, and document resolutions in knowledge bases. The role requires 1–2 years of IT experience, strong MS Office and remote desktop skills, and the ability to

Qualifications

• High school diploma or GED required. Associates degree in IT related field preferred.

Responsibilities

• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibilities.
• Uses the appropriate categories for logging incidents and requests
• Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
• Ensures an end-to-end customer experience and provides a single point-of-contact for the customer
• Analyzes and resolves incidents and requests regarding the use of application software or hardware.
• Logs and tracks incidents and requests from identification through resolution
• Follows up with other I.T. support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
• Documents resolutions and updates self-help and staff knowledge bases
• Grows general knowledge of facility-specific products, increasing the ability to resolve requests on first contact
• Provides after hours and on-call support as needed
• Responsible for maintaining loaner equipment inventory, ensuring loanout sheets are completed, updating the loaner equipment calendar and HelpStar
• Responsible for contacting the user regarding past due equipment returns

Skills

MS Office Suite

Remote desktop support

Analytical skills

Customer service

Education

High school diploma or GED

Associates degree in IT related field

Tools

HelpStar

Job description

Magnolia Staffing Solutions, Inc. Information Technology in Corinth, MS is seeking a Help Desk Technician to provide support for basic to intermediate incident resolution and requests reported to the IT Help Desk.

You will perform initial assessment, triage, and research of issues related to application software and infrastructure components, and document resolutions in knowledge bases. The role requires 1–2 years of IT experience, strong MS Office and remote desktop skills, and the ability to