Helpdesk Technician

Overview

This position is responsible for providing prompt technical assistance and support through resolution for incoming IT service request/issues related to computer systems, application and operating system software, hardware and/or networks.

Responsibilities

• Respond to IT service requests to our contact center via email, chat and/or customer-facing portal.
• Assist with analytical and problem-solving process to troubleshoot, isolate and diagnose issue and implement solutions.
• Install, modify, update and/or repair computer hardware and software configurations, settings and permissions.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), WiFi and other networks.
• Assist with installing and testing computer peripherals.
• Follow up and gather feedback from team members to ensure resolution of issue.
• Assess patterns and determine root cause for recurring problems.
• Record all instances and time spent in ticketing software.
• Communicates and recommends solutions to supervisor and peers.
• Interact regularly with internal and external IT partners.
• Reacts positively to change, supports implementations and other project tasks/duties.
• Develop and update knowledge base and training materials.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• Reacts positively to change and performs other duties as assigned.

Qualifications

• 1+ years of industry knowledge and experience.
• Analytical and problem-solving skills to troubleshoot and diagnose issues.
• Multitasking skills to assist multiple team members and tasks at once.
• Time management skills to organize and provide updates/fixes within a committed timeframe.
• Ability to work effectively independently, with other IT team members and management.
• Must be self-motivated with a strong desire to further develop skills, excel and achieve results.
• Strong communication skills, both written and verbal to gather information from team members and explain complex technical concepts in simple terms.

We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.

We are an equal opportunity employer.