IT Help Desk Technician — Fast-Paced User Support

Liberty Healthcare Management; Wilmington (NC); On-site; USD 40,000 - 52,000; Full time

Job summary

Liberty Healthcare Management in Wilmington, NC is seeking a Help Desk Support Technician to provide first-contact IT assistance for hardware, software, and desktop applications. You will work in a fast-paced call center environment, document incidents, and escalate complex issues to higher support levels as needed.

Responsibilities include assisting end users via phone, chat, email, and on-site, configuring devices, and supporting network and printer problems while upholding company procedures

Qualifications

• Provide first contact and incident resolution for hardware, software, and desktop applications.
• Escalate incidents to higher support levels when required.
• Document incidents status and solutions in IT service management software.
• Provide technical assistance via phone, chat, electronically submitted requests and on-site.
• Address smartphone and tablet issues including configuring devices.
• Identify, diagnose, and resolve Level One issues for end users in a call center environment.
• Work in a fast-paced call center with multiple priorities while handling end users’ requests.
• Analyze and solve end-user problems related to network and local printers, PC hardware, e-mail, Wi-Fi and LAN access.
• Support and implement company procedures and policies.
• Perform other duties of similar nature or level.

Responsibilities

• Provide first contact and incident resolution for hardware, software, and desktop applications.
• Escalate incidents to higher support levels when required.
• Document incidents status and solutions in IT service management software.
• Assist end users via phone, chat, email, and on-site.

Skills

Customer Service

Problem Solving

Desktop Support

Networking Basics

PC Hardware

Printers

Education

Associate degree (in progress)

Job description

Liberty Healthcare Management in Wilmington, NC is seeking a Help Desk Support Technician to provide first-contact IT assistance for hardware, software, and desktop applications. You will work in a fast-paced call center environment, document incidents, and escalate complex issues to higher support levels as needed.

Responsibilities include assisting end users via phone, chat, email, and on-site, configuring devices, and supporting network and printer problems while upholding company procedures