HELP DESK SUPPORT TECHNICIAN

There's no place like
Liberty Healthcare Management

• Provide first contact and incident resolution to customers with hardware, software, and desktop application software problems.
• Effectively escalates incidents to higher Help Desk Technician, Clinical, Level II or Level III support team when required.
• Document incidents status and solutions in the IT service management software.
• Provide technical assistance including both end users telephone calls, chat, electronically submitted requests and on-site.
• Address all smart phone and tablet issues including but not limited to configuring devices.
• Identify, diagnose, and resolve Level One issues for end users in a call center environment, including telephone calls, chats, electronically submitted tickets and on-site.
• Ability to work in a fast pace call center with multiple priorities while handling end users' requests.
• Analyze and solve end-user problems related to but not limited to network and local printers, PC and mobile hardware, specialized applications, e-mail, internet, Wi-Fi and local-area network access.
• Support and implement of company procedures and policies.
• Perform other duties of a similar nature or level

• Working towards Associates degree or equivalent work experience
• Valid Driver's License in the state of employment
• Effective verbal and written communications skills
• Strong analytical problem-solving skills and excellent customer service skills.
• Excellent customer service skills
• Desktop operating systems, various software applications and basic hardware for the PC.
• Principles and theories of network systems and management.
• Internet technologies and products; basic understanding of electrical safety procedure.
• Computer hardware fundamentals including printers.
• Troubleshooting simple desktop computer related problems