Help Desk Specialist II
$31,200–$31,200 year
On-siteChandler, Arizona, United States
Job Summary
Collect detailed information and prioritize service requests to determine resolution or escalation methods. Work directly with clients via phone, onsite, and online to resolve computing problems, install hardware, and load software packages. Respond promptly to customer needs, escalate difficult situations, and solicit feedback to improve service. Analyze system logs to identify potential issues and resolve general IT problems for PCs, servers, and networks within SLAs. Provide support and coverage to meet queue needs based on department availability. Occasional regional travel, weekend work, and on-call rotation will be required.
Required Qualifications
- Associate's Degree in related field or equivalent experience
- Two years of related experience
- Ability to maintain strict confidentiality
- Honest, pleasant manner, and good personal hygiene
- Free of alcohol and drug abuse
- Ability to access multiple worksites in a timely manner
- Excellent communication and interpersonal skills
- Detail oriented, ability to multi-task, organized, and able to work in a fast-paced environment
- Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
- Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance
- Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location
- Must be able to pass a background check
- Eligible employees must be able to pass a post-offer, pre-employment drug test
- Occasional regional travel
- Weekend work
- On-call rotation
- Rotates to other shifts and locations as needed
- Treats all clients with dignity and respect
- Provides excellent customer service
- Conforms to Joint Commission and HIPAA regulations
- Complies with PHI (Protected Health Information)
- Demonstrates the Nuvodia values by knowing and understanding the mission, values and goals
- Experience with PC, Network and Microsoft Technology
- Knowledge of PC Hardware/Software engineering
- Knowledge of Server administration/monitoring/software
- Knowledge in software and image creation/deployment via 3rd party software (Altiris, Ghost, etc.) and scripting
- Previous experience working for a Managed IT Services (MSP)
Desired Qualifications
- Technical helpdesk experience preferred
- Experience with healthcare applications preferred
- Experience with the following computer applications is highly desired: ConnectWise Manage or like professional services automation (PSA) tool
- Experience with the following computer applications is highly desired: ConnectWise BrightGauge or like business intelligence (BI) tool
- Experience with the following computer applications is highly desired: IT Glue or like knowledge base tool
- Experience with the following computer applications is highly desired: n-Able N-Central or like remote management and monitoring (RMM) tool
- Experience with the following computer applications is highly desired: Excel, PowerPoint, SharePoint, Word, Visio
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