Help Desk Technician
$53,373–$62,525 year
On-siteMcArthur, Ohio, United States
Job Summary
Provide first-level technical troubleshooting support via telephone, chat, remote tools, and in person to resolve hardware, software, system, telecom, and technology issues. Manage account operations including password resets, user group modifications, and new account creation while documenting all interactions in the ticketing system. Install, update, test, and configure software components; build, rebuild, and wipe endpoint devices following published procedures. Research and escalate technical issues to tier 2 support as needed, apply diagnostic tools to resolve problems, and perform preventative maintenance on devices. Provide technical training on ISBH systems for staff orientation and new rollouts, follow up post-resolution to ensure satisfaction, and maintain IT inventory documentation. Travel to offices throughout the service area to support new hires and device refresh cycles.
Required Qualifications
- Associate's degree in an IT-related field or completion of vocational/technical/business school
- IT certification
- 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
- Excellent customer service and communication skills
- In-depth knowledge of desktop support
- 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
- In-depth knowledge of 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
- Ability to build rapport amongst multi-departmental teams
- Strong organizational skills
- Ability to manage multiple tasks and priorities
- Ability to work collaboratively as part of a multidisciplinary team
- Moderate physical effort on a regular basis
- Frequent traveling
- Standing
- Walking
- Bending
- Prolonged sitting
- Stooping
- Reaching
- Occasional lifting
Desired Qualifications
- One year of experience in a Healthcare IT setting preferred
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.