Helpdesk Tech

360care is seeking a Helpdesk Tech to join the on-site team in Louisville, KY. This role centers on delivering prompt technical support for IT service requests related to computer systems, software, hardware, and networks, while serving as the first point of contact via email, chat, or the portal and documenting every step of the resolution.

Overview

Provide prompt technical assistance and support for IT service requests involving computer systems, application and operating system software, hardware and networks. As the initial contact through email, chat, or the customer-facing portal, you will troubleshoot issues, guide users toward solutions, and maintain comprehensive documentation, while upholding HIPAA and PHI guidelines and confidentiality at all times.

Responsibilities

• Respond to IT service requests submitted via email, chat, or the customer portal.
• Apply analytical and problem-solving approaches to troubleshoot, isolate, diagnose, and implement solutions.
• Install, modify, update, or repair computer hardware and software configurations, settings, and permissions.
• Resolve technical issues affecting LAN, WAN, Wi-Fi, and other networks.
• Assist with installing and testing computer peripherals.
• Follow up with team members to ensure issue resolution and collect feedback.
• Identify patterns and determine root causes for recurring problems.
• Record all incidents and time spent in the ticketing system.
• Communicate and propose solutions to supervisors and peers.
• Interact regularly with internal and external IT partners.
• Adapt to change and support implementations and other project tasks or duties.
• Develop and update knowledge bases and training materials.
• Support the compliance program, including completing required training and reporting suspected violations of law or company policy.
• Maintain confidentiality and adhere to HIPAA and PHI guidelines.
• Be flexible by taking on additional duties as assigned.

Requirements

• At least one year of relevant IT support experience.
• Strong analytical and problem-solving skills to troubleshoot and diagnose issues.
• Ability to multitask and support multiple teammates and tasks concurrently.
• Effective time management to organize and deliver updates and fixes within established timeframes.
• Ability to work independently as well as with other IT team members and management.
• Self-motivated with a drive to develop skills, excel, and achieve results.
• Excellent written and verbal communication skills to gather information and explain complex technical concepts in simple terms.