This position will primarily receive customers’ incidents and requests by phone or through the ticket system.
Providing daily support over the phone, adhering to agreed SLAs, and keeping the customers informed of actions taken to address their problem is foundational to the success of the help desk technician.
The Help Desk technician must provide exceptional customer service; have strong Operating System understanding and be able to work in a demanding clinical environment.
Collaborating with other IT teams in providing technology support is fundamental.
Key Responsibilities:
- Provide first-level technical support for hardware, software, and peripheral issues.
- Troubleshoot desktops, laptops, mobile devices, printers, and network connectivity.
- Support user accounts, access, and security following IT policies.
- Document and track incidents and service requests in the ticketing system.
- Install, configure, and maintain end-user software and equipment.
- Provide remote support and deliver excellent customer service.
- Assist with onboarding/offboarding, equipment setup, and asset tracking.
- Escalate complex issues to higher-tier IT teams as needed.
- Excellent team collaboration and interpersonal skills.
- Able to work with a minimum of supervision.
- Excellent customer service skills.
- Experience working with ticketing systems (JIRA, SalesForce, ServiceNow).
- Familiarity with Active Directory, Azure, MS Office365
- Experience with remote support tools (LogMeIn, ConnectWise, Remote Desktop, etc.)
- Experience working with call routing tools (Five9, RingCentral, MS Teams, Zoom, etc.)
