Job description

Required Function 1:

We are seeking a talented individual for an Assistant Help Desk Technician who is responsible for handling first level support of service requests or incidents in a professional and timely manner. This relates to all technology, to include workstations, servers, printers, networks, phones, Gainwell applications and vendor specific hardware and software for employees, clients, providers and contractors.

Required Function 2:

Essential Responsibilities

• IT Support relating to technical issues involving all business applications and operating systems. (e.g. PCs, laptops, servers, WIN and MacOS) within negotiated Service Level Objective (SLOs). Respond quickly and effectively to requests received through the ticketing system.

• Logs all incidents reported via telephone, email, voice mail or any other supported process\method.

• Attempts to troubleshoot and resolve all incidents reported to the Service Desk.

• Distributes and dispatches incidents to the appropriate support groups as needed.

• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.

• Conducts first level support using documented procedures and available system tools.

• Coordinates and tracks all system level production down resolution as necessary per documented procedures.

• Administers ID’s, passwords and security rights for all internally developed web-based systems.

• Provides support for remote users.

• VoIP phone system troubleshooting and support.

• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.

• Review remote monitoring and management system alerts.

• Documents processes and procedures as required.

Required Function 3:

Work Conditions and Physical Demands

• Must be available to work in an assigned office or work location

• Primarily sedentary work in a general office environment

• Ability to communicate and exchange information

• Ability to comprehend and interpret documents and data'

• Requires occasional standing, walking, lifting, and moving objects (up to 40 lbs.)

• Requires manual dexterity to use computer, telephone and peripherals

• May be required to work extended hours for special business needs

• May be required to travel at least 10% of time based on business needs

Required Function 4:

Knowledge, Skills and Abilities

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

• Ability to provide a high level of support with a customer first attitude.

• Ability to apply a high sense of urgency to all tasks.

• Ability to provide a high level of problem solving and technical troubleshooting skills.

• Ability to work independently to meet objectives.

• Ability to communicate technology into business terms with customers at all levels.

• Ability to actively collaborate with vendors and other support teams for problem resolution.

• Ability to analyze information and use logic and process to address work-related issues and problems.

• Ability to provide careful attention to detail.

• Ability to manage multiple initiatives.

• Ability to meet deadlines.

• Ability to multi-task and prioritize workload.

• Ability to perform well in a team environment, with staff at all levels, to achieve business goals.

• Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines.

• Maintain and secure sensitive/confidential information.

• Ability to work proficiently with Microsoft Word, and Excel.

• Working knowledge of HIPAA privacy and Security rules.

• Ability to work weekends and overnight hours as needed.

Required Function 5:

Work Conditions and Physical Demands

• Primarily sedentary work in a general office environment

• Ability to communicate and exchange information

• Ability to comprehend and interpret documents and data

• Requires occasional standing, walking, lifting, and moving objects (up to 10 lbs.)

• Requires manual dexterity to use computer, telephone and peripherals

• May be required to work extended hours for special business needs

Required Function 6:

• Minimum EducationHigh School Diploma GED required
• 2years\AA or +1 year experience required

Required Function 7:

• Minimum Related Work Experience
• 1 yrs. Desktop/Helpdesk support experience.
• 1 yrs. experience on hardware issues including PC’s, laptops, printers, and mobile devices.
• 1 yrs. experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications.
• 1 yr experience troubleshooting VPN issues

*

Job Types: Full-time, Part-time, Contract

Salary: $20.00 - $25.00 per hour

Schedule:

• 8 hour shift

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location

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