Help Desk Technician

Technical Support SpecialistResponsible for providing technical assistance and support related to computer systems, hardware, or software. Manage customer experience for employees and contractors submitting technology related service requests. Communicate effectively with internal and external customers about the resolution of their service requests. Provide routine training and support in the use of company technology.Bachelor's degree or three or more years work experience in a related role preferred. CompTIA A+ or other relevant IT certifications required. Experience in working with non-profit preferred. CompTia A+ required within 60 days of employment.Experience working in a call center environment required. Experience with call center/helpdesk ticketing system required. Experience with electronic health records software preferred. Experience supporting MS Office, and other standard software applications required. Knowledge of commonly used concepts, practices, and procedures within the field of social services, including HIPAA and other privacy laws, preferred. Experience supporting clients in a Microsoft platform environment required.Capacity to learn solutions to routine customer needs to address common help requests, provide empathetic response to customer requests and exhibit a helpful, customer-friendly attitude. Ability to learn multiple software systems and understand how they are implemented to support business operations. Ability to administer complex, web-based applications. Ability to support and deploy Microsoft desktop platforms, software, platforms as well as minor LAN technical issues. Capacity to learn about and recognize cultural differences as they relate to the quality of care for clients. Ability to provide support via phone, in person, or remote access as required.Frequent computer usage/typing required. Frequent use of phones.This position involves exposure to confidential information about clients, personnel, and proprietary company practices. All confidential and sensitive information must be managed per company policy and applicable laws.Customer Service:Provide technical assistance and support for incoming service requests and issues related to computer systems, software, and hardware via multiple modalities (phone, email, in-person) based on the individual preferences of internal and external customersDocument all requests within an electronic system to track ticketsTriage customer need, providing immediate support for routine requests and escalating more complex needs to the appropriate vendor or internal resourceEscalate high-priority requests appropriatelyProactively follow up with customers with pending requests to let them know the status of the issue and a timeline when they can expect it to be resolvedTechnical ResponsibilitiesMaintain daily performance of computer systemsWalk customer through problem-solving processInstall, modify, and repair computer hardware and softwareClean up/reset computers, removing unwanted, unwarranted software, returning to initial system delivery stateRun diagnostic programs to resolve problemsDiagnose technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systemsInstall approved computer peripherals for usersSetup new users in relevant systems such as Active Directory, ExchangeMaintain and deploy Windows Script Host (WSH) scripts as needed for agencyGain feedback from customers about computer usageField operations:Set up computers and equipment as requested for routine business needsPick up or move light equipmentDrive between facilitiesMeet vendors and provide them with appropriate access to facilitiesTraining:Provide ad hoc training to employees and contractors in the use of company technologyProvide one-on-one training and support to users as requested in the routine use of company technologyWrite computer training material/tutorialsMentor customer service staff to develop and refine technical skills of department