IT Help Desk Technician – Zendesk/Ticketing Systems Experience

Boomerang Healthcare; Walnut Creek (CA); On-site; USD 37,000 - 48,000; Full time

Benefits offered by this job

Generous Medical, Dental, Vision, and

Prescription benefits

401(K) Plan with Employer Matching

License & Tuition Reimbursements

Paid Time Off

Holiday Pay

Employee Perks and Discount Programs

Job summary

Boomerang Healthcare is seeking an IT Help Desk Technician to manage the help desk ticketing system and assist with inventory control, shipping, and daily IT operations in the Walnut Creek office. Some travel may be required to support staff and projects.

The role emphasizes strong customer service, prompt ticket resolutions, and collaboration with IT teams on daily tasks and special projects as needed.

Qualifications

• High school diploma or GED required.
• 1 year in IT or related experience.
• Proficient with Zendesk or similar help desk software.
• VOIP/PBX experience (RingCentral) preferred.
• Familiarity with imaging software for desktops/laptops.
• Hands-on Level 1 support experience.
• Knowledge of Active Directory or similar user management.
• Ability to diagnose technical problems in person or remotely.
• Ability to manage multiple projects.
• Ability to lift up to 50 pounds.
• Basic Windows troubleshooting and networking knowledge.
• Mac experience preferred.
• Experience managing ticketing systems.

Responsibilities

• Help and assist IT staff as needed.
• Respond to technical requests by phone, email, or ticketing system as needed to maintain SLAs and Help Desk coverage.
• Track statistics on issue and problem resolutions.
• Work with systems and network teams to resolve customer issues.
• Answer help desk phone line and triage issues as needed.
• Ensure duties are delegated properly and tasks are complete on time.
• Asset management, shipping and tracking.

Skills

Customer service

Multitasking

Communication

Problem solving

Education

Highschool Diploma or GED

Tools

Zendesk

RingCentral

Imaging software

Active Directory

Ticketing systems

Job description

The IT Help Desk technician will be mainly responsible for managing the help desk ticketing system. Other duties will include inventory control and management, shipping and packing, answering the emergency help-desk phone line, assisting with Tier 1 ticket resolution, and assisting the IT team in projects and daily operations as needed. Customer service skills are a must as this role will have direct interaction with our internal staff/customers The overall majority of the help desk technician's job duties and responsibilities will be conducted at the Walnut Creek office location; however, travel will be required from time to time.

RESPONSIBILITIES:

• Help and assist IT staff as needed
• Respond to technical requests by phone, email, or ticketing systemas needed tomaintainSLAs and Help Deskcoverage
• Track statistics on issue and problem resolutions
• Work with systems and network teams to resolve customer issues
• Answer help desk phone line and triage issues asneeded
• Ensure duties are delegated properly and tasks are complete ontime
• Asset management,shipping and tracking

QUALIFICATIONS:

EDUCATION:

Highschool Diploma or GED.

REQUIREMENTS:

• 1year in IT
• Proficient experience with Zendesk or similar help desk/ticketing systems
• Experience in Ring Central &/or applicable VOIP/PBX experience
• Familiarity with cloning/imaging software for desktops/laptops
• Hands on experienceprovidinglevel 1support
• Basicknowledge of Active directory or similar user management technology
• Ability to quickly diagnose technical problems in person or remote
• ability to manage multiple projects
• Ability to lift 50 pounds
• Understanding of general networking administration and Windows-based PC troubleshooting
• Ability to manage/administer ticketing systems
• Mac experience preferred
• Understanding of basic hardware (laptop/desktop/hardware peripherals)

COMPENSATION RANGE:

$27.00- $35.00 per hour

All compensation ranges are posted based on internal equity, job requirements, experience and geographical locations.

WE OFFER:

• Generous Medical, Dental, Vision, and Prescription benefits (PPO & HMO)
• 401(K) Plan with Employer Matching
• License & Tuition Reimbursements
• Paid Time Off
• Holiday Pay
• Employee Perks and Discount Programs

ABOUT US:

Boomerang Healthcare is a leader in cutting-edge pain management techniques and rehabilitation programs that set the standard in holistic approaches for managing chronic pain. Our doctors are nationally known experts in the field and are deeply involved in clinical research focused on developing the treatment solutions of tomorrow.

Boomerang Healthcare strives to be a diverse workforce that reflects, at all job levels, the patients we serve. We are an equal opportunity employer.Boomerang Healthcare is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please contact us.