Help Desk Technician
$53,373–$62,525 year
On-siteNewark, Ohio, United States
Job Summary
Provide first-level technical troubleshooting support to resolve general internal ISBH IT and system issues via telephone, chat, remote tools, and in-person visits across Southeastern and Central Ohio. Respond to tickets, emails, and direct staff requests for hardware, software, telecom, and account management, researching problems, applying diagnostic tools, and escalating to tier 2 as needed. Document all interactions, test fixes, perform preventative maintenance, build and rebuild endpoint devices, and wipe devices per published procedures. Log support calls into the ticketing system, provide technical training for staff, and maintain IT inventory documentation while adhering to confidentiality policies. Travel to offices throughout the service area is required. One year of healthcare IT experience is preferred.
Required Qualifications
- Associate's degree in an IT-related field or completion of vocational/technical/business school
- A+ certification
- At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment
- One year of experience in a Healthcare IT setting preferred
- Excellent customer service and communication skills
- In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting
- Basic knowledge of networking principals including configuration of network routing and firewall rules
- In-depth knowledge of Microsoft Windows and network security
- In-depth knowledge of Microsoft 365 and cloud computing environment
- Basic knowledge of installation and management of software (updates, tools, etc.)
- In-depth experience providing customer service support via in-person, phone or remote means
- Experience with mobile device management
- In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
- Working knowledge of wireless networking
- Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams
- Strong organizational skills and the ability to manage multiple tasks and priorities
- Ability to work collaboratively as part of a multidisciplinary team
- Travel to offices throughout the service area is required
- This position requires moderate physical effort on a regular basis, as in frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching and/or occasional lifting
Desired Qualifications
- One year of experience in a Healthcare IT setting preferred
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