Help Desk Technician
$53,373–$62,525 year
On-siteColumbus, Ohio, United States
Job Summary
Provide first-level technical troubleshooting support to resolve general internal IT and system support issues via telephone, chat, remote communication tools, and in person. Ensure all assigned tickets are resolved efficiently, including account management tasks such as resetting passwords, unlocking accounts, and modifying user groups. Research and resolve technical issues or escalate to tier 2 support as appropriate, while documenting all interactions within the helpdesk ticketing system. Installs, updates, tests, and configures software components, performs preventative maintenance on endpoint devices, and builds or rebuilds new devices following published procedures. Apply diagnostic tools to troubleshoot problems, test fixes to ensure resolution, and provide technical training on ISBH systems for staff. Log all support calls and interactions, remove viruses, and maintain IT inventory documentation. 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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