Support Desk Technician I

Femwell Group Health; Miami (FL); On-site; USD 36,000 - 60,000; Full time

Job summary

Femwell Group Health in Miami, FL seeks an IT Help Desk Technician to provide frontline support for hardware, software, networking, and VOIP systems. You will evaluate, prioritize, and resolve user requests, logging incidents and escalating complex issues when needed.

Responsibilities include assisting with upgrades, configuring PCs and peripherals, supporting meeting setups, and maintaining the knowledge base.

Responsibilities

• Answers, evaluates, and prioritizes user requests for hardware, software, networking, and related tech issues.
• Handles problem recognition, research, resolution and follow-up for routine user problems; refers complex issues to supervisors.
• Logs and tracks all issues using a ticketing system.
• Supports company meeting setups and related IT support.
• Assists in software and hardware upgrades and new installations.
• Installs and configures PCs, software, and peripheral equipment.
• Serves as escalation point to IT administrators.
• Installs VOIP equipment.
• Assists in maintaining the IT server room and closets.
• Assists in maintaining the department knowledge base and documentation.
• Develops cost-effective technical support improvements.
• Maintains regular attendance and scheduled shift.
• Complies with personnel policies and procedures.
• Performs additional duties as assigned.
• Contributes to Femwell’s core values.
• Excellent verbal and written communication skills.
• Professional and tactful interpersonal skills with diverse personalities.
• Excellent organizational skills and attention to detail.
• Ability to manage and prioritize multiple projects efficiently.
• Maintains regular, punctual attendance per ADA, FMLA and policies.
• Maintains compliance with all policies and procedures.
• Self-disciplined, organized, and able to coordinate with team members.

Job description

Essential Functions & Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voice-mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Handles problem recognition, research, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff
• Logs and tracks all issues using ticket tracking system
• Support company meetings setups and support
• Assists in software and hardware upgrades and new installation
• Install/Configures personal computers, software, and peripheral equipment
• Serves as an escalation point to IT administrators
• Install VOIP equipment
• Assist in maintaining the IT Server Room and closets
• Assist in maintaining the departments knowledge base and additional documentation
• Develop and recommend cost effective technical support improvements
• Ability to come to work and work the regular schedule and shift for the position.
• Compliance with all personnel policies and procedures.
• Perform additional duties and related essential duties as assigned.

Other Essential Tasks/Responsibilities/Abilities

• Must be consistent with Femwell’s core values.
• Excellent verbal and written communication skills.
• Professional and tactful interpersonal skills with the ability to interact with a variety of personalities.
• Excellent organizational skills and attention to detail.
• Ability to manage and prioritize multiple projects and tasks efficiently.
• Must have the ability to maintain reasonably regular, punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards and organization attendance policies and procedures.
• Must maintain compliance with all personnel policies and procedures.
• Must be self-disciplined, organized, and able to effectively coordinate and collaborate with team members.

Education, Experience, Skills, and Requirements