Help Desk Technician
$53,373–$62,525 year
On-siteLancaster, Ohio, United States
Job Summary
Provide first-level technical troubleshooting support to resolve general internal IT and system issues via telephone, chat, remote tools, and in-person visits. Handle account management tasks including resetting passwords, unlocking accounts, and creating or disabling user groups. Research and resolve assigned technical issues efficiently, escalating complex problems to tier 2 support as needed. Install, update, test, and configure software components while performing preventative maintenance on endpoint devices. Build, rebuild, and wipe new or existing devices following published procedures to support refresh cycles. Document all customer interactions in the ticketing system and provide technical training on ISBH systems for staff. Maintain IT inventory documentation and remove viruses or infected files as appropriate. Travel to offices throughout the service area as required to support users across Southeastern and Central Ohio.
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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