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  5. IT Help Desk
  • ID
    #32200712
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Source
    HireRising
  • Date
    2021-12-29
  • Deadline
    2022-02-27

IT Help Desk

 Arizona, Phoenix, 85001 Phoenix USA
 
Permanent

Vacancy expired!

Role SummaryThe Helpdesk Technician provides Tier 1 support to staff and affiliated physicians via phone, email, computer chat, or local walk-up requests for IT service. The Helpdesk Technician will leverage the IT knowledgebase, training materials, online tools, and communication with Tier 2 Operations Specialists to diagnose and resolve issues or triage issues and rapidly escalate them to the appropriate support level for the quickest resolution of staff IT needs. Great communication skills, a strong desire to understand why things work the way they do, and personal fulfilment from providing customer service are the most important skills a Helpdesk Technician can have. The Helpdesk Technician is the first point of contact for IT issues and will work to identify the root cause of a problem and either resolve it or quickly connect staff members with the resources necessary to solve their problems. The Helpdesk Technician will report to the Vice President of Information Technology.

Essential Duties and Responsibilities
  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the staff member through the problem-solving process and provide how-to knowledge transfer of IT issues.
  • Direct unresolved issues to Tier 2 Operations Specialists for resolution
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in the IT ITIL based ticket systems.
  • Regularly follow-up and update customer status and information on their cases.
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Perform IT system maintenance as directed by IT leadership.
  • Perform audits of IT access, accounts, and system settings as directed by IT leadership.
  • Performs other appropriate tasks as assigned.

Qualifications
  • Must possess a knowledge of information technology as typically obtained through completing an Associate degree in information technology, or related field with at least two years of experience as a helpdesk technician or in a similar role.
  • Requires a strong understanding of Microsoft Windows 10 desktop operating systems, as well as Microsoft Office 365 products.
  • The Helpdesk Technician must have a good understanding of print services in an enterprise environment.
  • The Helpdesk Technician must be able to troubleshoot Microsoft account and file share permission problems.
  • Needs the ability to communicate effectively through reading, writing, and speaking in person or on the telephone.
  • Proficiency in English, both oral and written.
  • Ability to diagnose and resolve basic technical issues.
  • The Helpdesk Technician must have a calm temperament with customers and a zeal for customer service

Preferred Experience and Skills
  • Strong technical documentation skills.
  • Healthcare Experience or experience in another highly regulated industry such as Banking or Defense preferred

Vacancy expired!

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