IT Technician

Recovery Centers of America; Town of Florida (NY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Recovery Centers of America is seeking an IT Help Desk Analyst to provide first-line support for staff across clinics and offices in New York. The role focuses on diagnosing hardware and software issues, guiding users to solutions, and documenting resolutions.

The position runs 8am-4:30pm, Monday–Friday, onsite, and requires strong communication, troubleshooting, and multitasking abilities to maintain service levels across a growing health network.

Qualifications

• BS degree in Information Technology or Computer Science, or equivalent.
• 3+ years of experience in providing help desk support.
• Good communication skills.
• Working knowledge of help desk software, databases and remote control.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking ability.

Responsibilities

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customer expectations.
• Ensure proper recording, documentation and closure.
• Recommend procedure modifications or improvements.

Skills

Customer service

Problem solving

Technical proficiency

Initiative

Communication skills

Education

Bachelor's degree in IT/CS

Tools

Help desk software

Remote control

Job description

Position Overview

Provides technical assistance to computer users. Answers questions or resolves computer problems for clients in person, or via telephone or electronically. Provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Specific Responsibilities

• Provides first level contact and convey resolutions to customer issues
• Properly escalates unresolved queries to the next level of support
• Tracks, routes and redirects problems to correct resources
• Updates customer data and produces activity reports
• Walks customers through problem solving process
• Follows up with customers, provide feedback and see problems through to resolution
• Utilizes excellent customer service skills and exceed customers’ expectations
• Ensures proper recording, documentation and closure
• Recommends procedure modifications or improvements

Education and Experience

• BS degree in Information Technology, Computer Science or equivalent
• 3+ years’ working experience in providing help desk support
• Good communication skills
• Working knowledge of help desk software, databases and remote control
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skill

Competencies

• Customer Service: Demonstrates concern for meeting internal and customers’ needs in a manner that provides satisfaction for the customer within the resources that can be made available.
• Problem Solving Sills: Identifies problems, involves others in seeking solutions, conducts appropriate analysis, searches for best solutions; responds quickly to new challenges.
• Technical Proficiency: Must be able to apply the technical knowledge and skills required in order to achieve the expected outputs.
• Initiative: Does more than is required or expected in the job; does things that no one has requested that will improve or enhance services, or avoid problems. Plans ahead for upcoming problems or opportunities and takes action.
• Listening, Understanding, Responding: An effective and articulate communicator.

Work Environment

May work in a variety of environments including professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with patients.

Physical Demands

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Travel

Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Work Days

Monday-Friday

Work Shift

1st

Shift Hours

8am-4:30pm

EEO is the Law