Level 1 Helpdesk Technician

SUMMARY: We are currently seeking a qualified, knowledgeable IT Professional to help our company with an open position in our helpdesk. They will be responsible for troubleshooting and resolving end user issues and escalate issues where appropriate. Critical thinking and the understanding of managing a ticket process are a must. This position will also require good writing and public speaking skills as the position does include technical documentation and training presentations. Experience with mobile devices and apple devices is required. An ideal candidate would have a minimum of 3-5 years of helpdesk experience. OSG is a fast paced, demanding, high growth medical practice so the ability to multi-task and think on your feet is an absolute requirement. Communication skills and an aptitude for problem-solving are also necessary in this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Minimum 3-5 years of helpdesk experience


• Excellent communication skills with a commitment to understand customer requirements as well as company and IT objectives


• Ability to provide effective advice on the use of technology to achieve shared goals


• Patience and ability to walk users through new and existing workflows


• Troubleshoot tablet & mobile devices (apple devices, android devices, laptops)


• Support Microsoft, Business, and Third-party applications (EMR Applications, scanning software, etc)


• Participate in the testing and deployment of Windows desktop images


• Perform pc replacement/upgrade ensuring that the transition is smooth for the end user. Image and deploy new PC's


• Responding to queries on the phone, via email, in person, or through remote access.


• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software


• Writing and editing standard operating procedures. Provide end user training where necessary/needed.


• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found


• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through


• Accurately communicates pertinent information to management and staff to create a work environment that lends itself to the best interest of the practice


• Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments


• Performs duties in a cost-effective manner to avoid waste of resources


• Provide first level and second level contact and convey resolutions to customer issues


• Properly escalate unresolved queries to the next level of support


• Track, route and redirect problems to correct resources


• Walk end-users through problem solving process


• Follow up with end-users, provide feedback and see problems through to resolution


• Utilize excellent customer service skills and exceed end-users' expectations


• Maintain accurate and up to date notes in all tickets


• Review open tickets daily and promptly following up on tickets


• Ensure that initial response, ongoing communication, and resolution times are within SLAs


• Recommended procedure modifications or improvements


• Preserve and grow your knowledge of help desk procedures, products and services


• Manage and support Office 365


• Experience with IT Service Management ticketing systems

PREFERRED REQUIREMENTS

• Bachelor's Degree in Computer Science, Engineering, or related discipline; equivalent experience is acceptable


• Working knowledge of computers


• Proven track record of completing tasks and/or project within budget and on schedule


• Phone system (VoIP) support & administration


• Ability to manage multiple high priority initiatives in a fast paced and highly technical environment


• Knowledge of Active Directory


• Knowledge of Image deployment software


• Strong knowledge of systems and networking software, hardware, and networking protocols


• MS Office Suite Knowledge


• Healthcare experience


• PowerShell or other scripting


• Experience with Citrix or other thin clients


• Knowledge of best practices for Cyber Security, HIPAA


• Experience writing technical documents, training materials


• Apple specific experience