Help Desk Technician
$53,373–$62,525 year
On-siteNew Lexington, 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. Respond to tickets, emails, and direct staff requests for hardware, software, telecom, and technology troubleshooting, then research and escalate complex problems to tier 2 support as appropriate. Manage user accounts by resetting passwords, unlocking accounts, modifying groups, and creating or disabling access while documenting all interactions in the ticketing system. Install, update, test, and configure software components; build, rebuild, and wipe endpoint devices following published procedures. Apply diagnostic tools to resolve technical issues, test fixes to ensure customer satisfaction, and perform preventative maintenance on devices. Provide technical training on ISBH systems for new hires and special initiatives, log all support calls, and maintain IT inventory documentation. Travel to offices throughout the Southeastern and Central Ohio service area.
Required Qualifications
- Associate's degree in an IT-related field or completion of vocational/technical/business school
- Equivalent 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 preferred
- 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, as in frequent traveling, standing, walking, bending, prolonged sitting, stooping, or reaching and/or occasional lifting
- Travel to offices throughout the service area is required
Desired Qualifications
- One year of experience in a Healthcare IT setting preferred
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