IT Helpdesk Support Technician

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Free uniforms
• Health insurance
• Paid time off
• Vision insurance

General Summary of Duties: The essential duties of the IT Support/Helpdesk Technician include providing excellent customer/patient services via the telephone and in person; performing daily troubleshooting, issue resolution for any IT issue. Fundamental customer service is the key priority in this position requiring the IT Support Technician to serve as a point of contact with providers, staff, patients and vendors, all with the goal of creating an environment that promotes service and exemplifies the core values and mission of the organization. Assist in maintaining other peripheral devices such as printers, A/V equipment and solve problems as they arise. Exhibit flexibility and a can do attitude. Keep inventory (cables, phones, desktops, laptops and server room equipment). Carry out other duties as requested by IT Management and assist wherever needed.

Example of Duties: (This list may not include all of the duties assigned)

1. Conduct primary and secondary testing of systems and applications, and report completion via email by specified deadlines.
2. Investigate and resolve issues from help desk tickets.
3. Manage and troubleshoot fax services, coordinating with service providers as needed.
4. Handle email-related queries and ensure efficient email communication systems.
5. Provide first-line support for hardware, software, and network issues. Assist users with troubleshooting and resolving technical problems efficiently.
6. Identify and diagnose technical issues related to software applications, hardware devices, and network connectivity. Implement solutions or escalate complex issues to higher-level support as necessary.
7. Monitor system performance and proactively identify potential issues before they impact users. Perform routine checks and maintenance tasks to ensure optimal system functionality.
8. Maintain accurate records of support requests, solutions provided, and system changes. Update internal documentation as needed.
9. Assist in training end-users on software applications, hardware usage, and best practices to enhance productivity and reduce recurring issues.
10. Apply software updates, patches, and upgrades to ensure systems are up-to-date and secure. Assist with the installation and configuration of new hardware and software.
11. Deliver exceptional customer service with a focus on user satisfaction. Communicate and effectively with users to understand their needs and provide clear, timely updates on issue resolution progress.
12. Maintains a cooperative relationship among co-workers by communicating information; responding to requests; building rapport; participating in team problem-solving methods.
13. Performs other duties as may be required.

PERFORMANCE REQUIREMENTS:

Knowledge, Skills & Abilities:

1. Strong knowledge of PC hardware, software, and network troubleshooting.
2. Proficiency in Windows and macOS operating systems, Microsoft Office Suite, and common productivity software.
3. Ability to explain technical concepts to non-technical users clearly and concisely.
4. Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues effectively.
5. Proven ability to deliver high-quality customer service and support, with a focus on user satisfaction.
6. Knowledge of office procedures and policies.
7. Excellent communication skills, both written and verbal.
8. Knowledge of grammar and spelling to relay messages and input patient information.
9. Ability to speak clearly, concisely and answer the telephone in a pleasant and helpful manner.

Education: Associates degree in Information Technology, Computer Science, or a related field, or equivalent work experience is preferred but not required.

Experience: Minimum of 1-2 years including hands-on experience with computer hardware, software applications, and network troubleshooting, preferably in technical support and/or healthcare IT.