IT Help Desk Support

IT Help Desk Support Level I is a full-time, customer service-focused position providing first-line technical assistance to users across multiple sites in the Bridgeport area. The role supports end users through help desk requests, troubleshooting, and timely escalation to higher-level support when needed, with travel and an after-hours on-call rotation.

Role Overview

This onsite position at Optimus Health Care, Inc. in Bridgeport, CT centers on delivering responsive IT support. Support requests are handled via phone, email, and a helpdesk management system, with coordination across multiple offices and support teams for server and network service-related issues.

Key Responsibilities

• Provide first-line response for users experiencing information technology issues and problems.
• Respond to technical assistance requests by phone, email, and/or through a helpdesk management system.
• Use general troubleshooting techniques and knowledge bases to diagnose and resolve end-user issues.
• Escalate more complex problems to the appropriate Level 2 and Level 3 support teams.
• Provide IT support across multiple offices, including maintenance of service across 15+ sites network infrastructure and related system security, integrity, and reliability.
• Travel between the various locations as required.
• Support an After Hours On-call rotation schedule.
• Collaborate with Level 2 and Level 3 Support/Engineering on server and network service-related issues as they arise.
• Perform other related duties as required.

Required Qualifications

• Associate's degree or equivalent in IT, Computer Science, or a related field (certifications are a plus).
• 1 to 3 years of experience in PC support.
• General hands-on knowledge of end-user software applications, including Microsoft Office 365 (Outlook, Word, Excel, PowerPoint).
• Strong hands-on knowledge of Windows 11 operating systems.
• Knowledge of antivirus and IT security programs.
• Working knowledge of network technologies, relevant software, hardware, and other equipment.
• Excellent working knowledge of PC laptop hardware builds.
• Experience with desk-side support.
• Good general networking skills.
• Knowledge and ability to configure, upgrade, and support Windows 11 client OS software and Office M365 suite applications, including Outlook and Outlook Web Access.
• Ability to use Remote Desktop Services such as TeamViewer.
• Proven ability to support and help train end users.
• Effective communication and interpersonal skills.
• Working knowledge of desktop business applications such as Microsoft Office 201X.
• Working knowledge of TCP/IP networking.
• Working knowledge of firewalls and Virtual Private Networks (VPNs) and related security.
• Working knowledge of telecommunication equipment including cellular phones, iPhone, and Android devices.

Technology Stack

• Windows 11
• Microsoft Office 365
• Outlook
• Outlook Web Access
• Remote Desktop Services
• TeamViewer
• Microsoft Office 201X
• TCP/IP networking
• Firewalls
• Virtual Private Networks (VPNs)
• Antivirus
• Cellular phones, iPhone, Android devices

Benefits

• Excellent health and welfare benefit options
• Competitive compensation

Optimus Health Care, Inc. offers a fun, fast-paced working environment with a commitment to quality across job functions.

Language and Communication

• Excellent communication skills