Help Desk Technician

Help Desk Technician

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Position: Help Desk Technician

Location: Columbia, MD

Duration: 3 months to hire

Responsibilities:

• Provide First Level technical support to users experiencing operational and systems malfunctions, both hardware and software related. Provides technical assistance over the phone for all supported locations addressing both emergency and routine issues.
• Responds to inquiries regarding systems procedures, status and downtime. Assists with Security access requests.
• Respond to employee phone, mail, email, fax, visits etc., troubleshoot problem issues or receive IT requests. Enter issues into call tracking system. Resolve or assign requests to the appropriate support group(s).
• Follow-up on outstanding issues and requests; perform quality assurance call backs as needed.
• Assist with creation of IDs including LAN, email, CURE, Web-applications, MPD, etc.
• Maintain the process of routing security requests to the appropriate security groups.
• Develop a functional understanding of key Magellan applications including Amisys, AMSW, CURE, Quest, IP, Maplinx, MPD, SQL Referral, Caretrac, etc.
• Assist with operational and management duties i.e. scheduling, mentoring and training. Assist with documentation development as needed.
• Other duties as assigned.

Other Requirements/Certifications:

• 2+ years in a comparable technical role.
• Further technical study including but not limited to Information Systems degree course work and job-related certifications, MCSE and A+ certifications are a plus but not required for this position.
• Perform limited administration or configuration of key applications.
• Proficient with use of Windows XP, Vista and MS Office products. General Knowledge of PC and Laptop support, VPN, remote support tools, Wireless configurations, Internet Explorer and Firefox.