Help Desk Technician
$53,373–$62,525 year
On-siteMcConnelsville, Ohio, United States
Job Summary
Provide first-level technical troubleshooting support to resolve general internal IT and system issues via telephone, chat, remote communication tools, and in person. Respond to tickets, emails, and direct staff requests while researching problems that may require escalation to tier 2 support. Manage accounts by resetting passwords, modifying user groups, creating or disabling accounts, and troubleshooting access issues. Install, update, test, and configure software components; build, rebuild, and wipe endpoint devices following published procedures. Apply diagnostic tools to troubleshoot and test fixes for technical issues, ensuring customer satisfaction through post-resolution follow-ups. Document all interactions in the helpdesk ticketing system, maintain IT inventory documentation, and provide technical training on ISBH systems for staff. Perform preventative maintenance on devices and remove viruses or infected files as needed. Travel to offices throughout the service area is required.
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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