IT Help Desk Technician - Fast-Paced User Support

Liberty Health; Wilmington (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Liberty Health in Wilmington, NC is seeking an IT Help Desk Technician to provide first contact resolution for hardware, software, and desktop applications. You’ll escalate complex issues, document resolutions, and assist end users via phone, chat, and on-site support in a fast-paced call center environment.

Ideal candidates are pursuing an Associate degree or have equivalent experience, possess a valid driver’s license, and show strong verbal and written communication skills along with

Qualifications

• Working towards Associates degree or equivalent work experience.
• Valid Driver’s License in the state of employment.
• Effective verbal and written communications skills.
• Strong analytical problem-solving skills and excellent customer service skills.
• Desktop operating systems and basic hardware for the PC.
• Troubleshooting simple desktop computer related problems.

Responsibilities

• Provide first contact and incident resolution to customers with hardware, software, and desktop application software problems.
• Escalate incidents to higher Help Desk Technician, Clinical, Level II or Level III support team when required.
• Document incidents status and solutions in the IT service management software.
• Provide technical assistance including end users telephone calls, chat, electronically submitted requests and on-site.
• Address all smart phone and tablet issues including but not limited to configuring devices.
• Identify, diagnose, and resolve Level One issues for end users in a call center environment, including telephone calls, chats, electronically submitted tickets and on-site.
• Ability to work in a fast pace call center with multiple priorities while handling end users’ requests.
• Analyze and solve end-user problems related to but not limited to network and local printers, PC and mobile hardware, specialized applications, e-mail, internet, Wi-Fi and local-area network access.
• Support and implement of company procedures and policies.
• Perform other duties of a similar nature or level.

Skills

Customer service

Technical troubleshooting

Desktop support

Communication

Problem-solving

Education

Associates degree or equivalent experience

Job description

Liberty Health in Wilmington, NC is seeking an IT Help Desk Technician to provide first contact resolution for hardware, software, and desktop applications. You’ll escalate complex issues, document resolutions, and assist end users via phone, chat, and on-site support in a fast-paced call center environment.

Ideal candidates are pursuing an Associate degree or have equivalent experience, possess a valid driver’s license, and show strong verbal and written communication skills along with