Help Desk Technician

Help Desk Technician

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Our benefits include: competitive compensation based on industry standards, an excellent benefits package, which includes: generous 401(k) match with immediate vesting, growth opportunities, health insurance benefit opportunities which include Medical, Dental, Vision, excellent PTO which increases based on tenure, holiday pay, and a fantastic company culture!

The Help Desk Technician will support the Manager of Information Technology by assisting associates who experience operating difficulty with IT hardware and/or software, troubleshooting hardware and software, and carrying out routine and/or periodic set up and maintenance of related equipment and/or applications.

Essential Functions:

• Help Desk: Monitor and respond quickly and effectively to requests received through the IT help desk. Utilize and maintain the help desk ticketing system. Communicate matters requiring escalation to the Manager of IT.
• Support: Provide support for all Information Technology products and services. Support may include but is not limited to answering questions from associates, partners, and vendors, troubleshooting problems, teaching or instructing associates regarding systems, software, and/or hardware functionality, and communicating policy.
• Routine Maintenance: Assist in system, hardware, and software routine maintenance. Maintenance may include but is not limited to software and/or hardware upgrades, patch installations, and reporting.
• Periodic Maintenance and Minor Repairs: Investigate hardware and/or software problems. Perform minor system hardware and communication connection repairs. Perform basic diagnostic testing.
• Workstations: Configure, install, maintain, and uninstall associate workstations (PCs, laptops and tablets) as needed. Ensure all associate workstations have the equipment and/or programs necessary to perform the functions of the job. Assist with the onboarding of new users including but not limited to installing, testing, and configuring new workstations, associated equipment, credentials and software. Deactivate users and uninstall hardware and/or software as needed.
• Projects: Assist or take the lead on various projects including but not limited to process improvement, efficiency, or new software/hardware.
• Inventory: Maintain inventory of all equipment, software, and software licenses.
• On-call support: Availability for after-hours support as assigned by the Manager of IT is required.
• Other duties as assigned by manager.

Requirements

Required Education and/or Experience:

• High School diploma or GED equivalent.
• Some technical PC systems training or related work
• Three-years' experience in an I.T. services role.

Preferred Education and/or Experience:

• Undergraduate education
• Six months' experience in healthcare/medical/insurance/DME customer service role

Additional Qualifications:

None.

Competencies:

• Communication proficiency
• Detail-oriented
• Compliance
• Customer Service / client focus
• Stress management
• Technical proficiency

Position Type/Expected Hours of Work:

This is a full-time position, and hours of work and days are Monday through Friday, with the core hours being between 8:00 a.m. to 5:00 p.m. Work may occur before or after core work hours or over the weekend.

Supervisory Responsibility:

This position has no supervisory role.

Work Environment:

The work environment characteristics described here are representative of those an associate encounters while performing the duties and responsibilities of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the duties and responsibilities. The typical environment for this position is indoors; however, some tasks may require the associate to work outdoors. While performing the duties of this job, the associate might endure extreme temperatures depending on the weather, season, and/or location and nature of the task. The noise level varies depending on the location and nature of the task being performed.

Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and responsibilities. While performing the duties of this job, the associate is regularly required to sit. The associate is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The associate must occasionally lift and/or move up to 75 pounds. The associate may occasionally be required to climb, squat, crawl, and reach.

Travel:

Some travel is required for this position, with occasional overnight travel as needed.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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