Technical Support Technician - IT Concierge Desk Staff

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Responsibilities:

• Responding to Customer support queries via phone or remote access.
• Perform account unlocks and assist with password changes.
• Drive users to established support FAQ s and self-service software portals.
• Provide a warm escalation to the Research Desktop team when the initial support window is close to being surpassed.
• Continual documentation of improvements in coordination with Research Desktop(cadence to be determined).
• Provide initial intake of the reported issue(s) or request(s) and hand off the ticket to the Research Desktop team. When possible, the Remote Concierge IT Technicians will conduct a warm hand off to the Research Desktop.
• Diagnosing & troubleshooting issues with computer software, peripherals, and hardware, Business & custom application issues, and basic network connectivity diagnostics.
• Installing and upgrading software systems.
• Provide follow up with users within the first 24 hours of resolution.
• Troubleshooting Windows & macOS operating systems, while directing mobile issues to the mobility team.
• Provide basic intake of V.I.P or EA issues and route the ticket directly to Research Desktop(set ticket priority to 2 when urgency required).
• The Remote Concierge IT Technicians will utilize a pager in accordance with Research Desktop guidance.
• Having a working knowledge of client s Research including pertinent building, labs, and processes. This knowledge will be shared from client s Research IT team.
• Attending client s Research IT meetings as requested.
• Liaise with third-party software support and technology vendors as directed by Research Desktop. This is currently expected to be limited to escalating to Research Desktop.

Required Skills and Experience:

• Minimum 4+ years of experience in the Healthcare IT Industry or Research Industry.
• Minimum 4+ years of relevant experience pertaining to Workplace Services technologies.
• Evidence of good soft skills. Working experience handling VIP users or providing white glove services with good soft skills would be recommended.
• Working experience handling VIP users or providing specialized services with good soft skills.
• Strong MacOS and Windows skills.
• Understand current business applications and features/benefits of current technology solutions.
• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario.

Education:

• Bachelor s degree or equivalent practical experience.

Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.

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