Help Desk Technician

Responsibilities Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools, as well as in person. Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner. Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues. Research and resolve all assigned technical issues in a timely and efficient manner, and/or escalate the issue to tier 2 support as appropriate. Appropriately document all customer interactions within each assigned help desk ticket. Installs, updates, tests, and configures software components for end users as necessary. Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues. Test fixes to technical issues to ensure problem resolution and customer satisfaction. Perform ongoing preventative maintenance on endpoint devices as required. Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles. Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution. Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles. Work on special IT or technology projects as assigned. Log all support calls and interactions into the helpdesk ticketing system. Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary. Follow up with end users post ticket resolution to help ensure customer satisfaction. Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur. Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks. Adhere to the ISBH Confidentiality Policy. Participate in New-Hire Orientation as needed. Other technology projects and tasks as assigned by the supervisor. Travel to offices throughout the service area is required. Requirements Associates degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required. A+ certification required At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required. One year of experience in a Healthcare IT setting preferred. Excellent customer service and communication skills. In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting. Basic knowledge of networking principals including configuration of network routing and firewall rules. In-depth knowledge of Microsoft Windows and network security. In-depth knowledge of Microsoft 365 and cloud computing environment. Basic knowledge of installation and management of software (updates, tools, etc.). In-depth experience providing customer service support via in-person, phone or remote means. Experience with mobile device management. In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc. Working knowledge of wireless networking required. Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams. Strong organizational skills and the ability to manage multiple tasks and priorities. Ability to work collaboratively as part of a multidisciplinary team. Core Competencies Demonstrates expertise in technical troubleshooting, account management, and customer service within a Microsoft Windows-based environment. Proficient in desktop support, network security, and software installation, with a strong focus on customer satisfaction and effective communication. Highest-signal resume keywords A+ Certification Helpdesk Support Experience Microsoft Windows Expertise Customer Service Skills Networking Knowledge ATS Optimization Keywords Hard Skills Technical Troubleshooting Account Management Desktop Support Software Installation PC Configuration Network Security Mobile Device Management Endpoint Device Maintenance Virus Removal Cloud Computing Soft Skills Customer Service Communication Skills Interpersonal Skills Organizational Skills Team Collaboration Certifications & Qualifications A+ Certification IT-Related Degree or Equivalent Certification Industry Keywords Healthcare IT Microsoft Windows Environment Networking Principles Wireless Networking IT Inventory Management Tools & Technologies Helpdesk Ticketing System Remote Communication Tools Microsoft 365 Endpoint Devices Diagnostic Tools #J-18808-Ljbffr Jobtailor