IT Help Desk Support Technician

Job Description

Job Description

IT HELP DESK SUPPORT TECHNICIAN
(10:00am-6:30pm Mon-Fri with bi-weekly weekend and overnight on-call coverage)

Looking to take your career to the next level? We have an immediate opportunity for an IT Help Desk Support Technician who will play a key role in providing Tiers 1 & 2 support for American Health Connection. This is a regular, full-time position located on-site at our Beverly Hills corporate office, 8484 Wilshire Blvd. Beverly Hills, CA, 90211 (Free parking).

Who We Are:

American Health Connection (AHC) is the healthcare industry’s only all-inclusive, full-service, virtual central scheduling and patient communications services. Since 2009 AHC has been offering a wide range of patient call center services designed to dramatically improve both patient and physician satisfaction. For more information, visit our website at

Overview:

The Help Desk Support Technician will play a key role in providing Tiers 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed.

Shifts: 10:00am - 6:30pm PST Monday-Friday

Bi-weekly weekend and overnight on-call coverage

Responsibilities:

• Provide technical support for all levels of staff and end-users.
• Interact with users via phone, e-mail, and IM/chat to resolve issues in the most efficient manner.
• Work within a centralized ticketing system to respond to users and document pathways to resolution.
• Provide support for PC users, including office and remote employees.
• Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.
• Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.
• Maintain call records, notes, and logs, and record resolution details.
• Install and configure workstation, telephony, video, and mobile hardware/software as required.
• Maintain hardware and software inventory.
• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.

Requirements:

• Excellent communication, documentation, and customer service skills.
• Ability to work effectively both individually and as part of a team.
• 2+ years of experience providing IT support, including Windows Server maintenance.
• Advanced competency in Microsoft applications including Word, Excel, and Outlook.
• Basic understanding of network infrastructure, including routers, switches, and firewalls.
• Basic understanding of Windows Servers, including Active Directory.
• Knowledge of VOIP systems and Linux will be considered a plus.

Benefits:
Medical, dental, vision, life insurance, 401(k) with company match, and much more!

Since 2009 American Health Connection has been the nation’s first and largest healthcare-dedicated call center delivering AI-assisted, 100% U.S.-based patient access and centralized scheduling solutions for:
**Large hospital systems
**Academic medical centers
**Multi-specialty medical groups
**Regional health networks
**Specialty practices
**Multi-location clinics.

Company Description

Since 2009 American Health Connection has been the nation’s first and largest healthcare-dedicated call center delivering AI-assisted, 100% U.S.-based patient access and centralized scheduling solutions for:\r\n**Large hospital systems\r\n**Academic medical centers\r\n**Multi-specialty medical groups\r\n**Regional health networks\r\n**Specialty practices\r\n**Multi-location clinics.