Help Desk Support Technician

AccessHealth is seeking a Help Desk Support Technician to provide hands-on end user IT support for low to medium complexity technical issues. The role supports local and remote desktop, laptop, and tablet environments under general direction from more senior End User Support representatives.

Key Responsibilities

• Manage and update all assigned tickets, ensuring they are resolved in a way that meets or exceeds Service Level Objectives.
• Provide hands-on support for end user IT services, including local and remote desktop, laptop, and tablet support in a mixed Microsoft and Apple environment.
• Support wireless and remote connectivity, including VPN clients.
• Provide web conferencing support.
• Support VOIP phone services.
• Support printing and scanning.
• Perform software installations and troubleshooting.
• Handle smart phone and tablet setup and troubleshooting.
• Troubleshoot desktop connectivity issues and diagnose network issues.
• Gather and record information needed for IT Audits and diligence procedures.

Required Qualifications

• Strong verbal and written communication skills.
• Critical thinking and a problem-solver mentality.
• Extremely detail-oriented with analytical skills.
• Excellent time management and prioritization skills.
• Good judgment, initiative, common sense, strong work ethic, and dependable performance.
• Customer service focus with a commitment to exceed customer expectations whenever possible.
• Ability to work independently with minimum oversight.
• Proven ability to take ownership of and manage job responsibilities.
• Strong team collaboration skills.
• Ability to work in an extremely fast-paced environment where technical challenges are diverse.
• Scheduling and managing remote technicians.
• Ability to maintain proper and constant communication with clients and team members.
• Experience with Outlook 2013 client and Outlook 2010.
• Experience with Microsoft Office products, including Microsoft Office 365.
• Working understanding of TCP/IP, DNS, and DHCP.
• Experience with multimedia technology used to deliver presentations.

Technology Exposure

• Microsoft and Apple end user environments
• VPN clients
• VOIP phone services
• Outlook 2013 and Outlook 2010
• Microsoft Office 365 and Microsoft Office products
• TCP/IP, DNS, and DHCP
• Multimedia technology for presentations

Education

An associate’s degree in computer science, or equivalent work experience.

Physical Demands and Work Environment

• Occasionally required to stand, walk, sit, use hands to finger, handle and feel objects, tools and controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch and crawl, and talk and hear; taste and smell.
• Occasionally lift and/or move up to 30 pounds.
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Employee is not exposed to weather conditions.
• Noise level is usually moderate.
• Regular work schedule may include hours before 8:00 am, after 5:00 pm, and Saturdays based on department needs.