Help Desk Specialist

Chase Brexton Health Care is seeking an onsite Help Desk Specialist in Baltimore, MD to deliver Tier-1 support and manage daily helpdesk workflows.

Responsibilities

• Provide first tier (Tier-1) support for user issues involving hardware and software for both local and remote users
• Set up employee equipment and access, including network and relevant application access
• Perform proper installation of hardware including printing and faxing, plus operating systems and application software
• Periodically inspect employee equipment and software to ensure functionality, including patches and updates
• Complete employee activations and deactivations in a timely manner and document the changes
• Diagnose and repair reported problems; document end-user details, the nature of the issue, and resolution status/process
• Modify configurations, utilities, and software default settings for local workstations (including laptops) and thin client devices
• Perform timely workstation hardware and software upgrades as required
• Install, test, and configure new workstations, peripheral equipment (phones, printers, faxes), and software
• Support onboarding for new users, including PC setup and deployment using standard hardware, images, and software
• Route and escalate non-Tier1 issues to responsible parties, conduct periodic follow-up, and maintain resolution status
• Use and maintain helpdesk tracking software for all issues reported to the helpdesk, regardless of reporting mechanism
• Log, track, document, and resolve incoming requests using the help desk software solution
• Maintain detailed and accurate call/ticket logs, reports, and trouble tickets; ensure ticketing accuracy daily
• Maintain agreed upon first call resolution rate
• Maintain inventory of equipment, software, and software licenses
• Follow defined Helpdesk policies and procedures and resolve issues to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Maintain agreed upon quarterly satisfaction rating
• Assist with internal physical moves, including PC and telephone
• Participate in off-hours, weekend, and on-call support on a rotation basis
• Other duties as assigned

Requirements

• Microsoft Office
• Microsoft Windows OS (XP, 2003, Vista, 7, 2008)
• Microsoft Networking: Printer Management, File Share management, Active Directory, IIS, IE, DHCP, DNS
• Basic networking skills
• Building and cloning of end user workstations and laptops
• Remote control technologies
• End user support for Microsoft Exchange
• Phone System and PBX
• Strong computer skills
• Ability to work independently
• Knowledge of privacy regulations and ability to maintain patient privacy in the daily role
• Ability to work independently in a timely, organized, methodical manner
• Task oriented
• A+, MCP

Technologies

• Microsoft Office
• Microsoft Windows OS (XP, 2003, Vista, 7, 2008)
• Active Directory
• IIS
• IE
• DHCP
• DNS
• Microsoft Exchange
• PBX
• Remote control technologies
• Thin client devices
• Printing and faxing
• Helpdesk tracking software
• Help desk software solution

Working Conditions

• Work is typically performed in an office environment

Location: Baltimore, MD (onsite)

Pay: USD 22 - 28 per hour