IT Help Desk Technician
Heath Consultants Incorporated

Job Info

---

Key Responsibilities and Critical Success Measures

• Installs, upgrades, troubleshoots, and maintains computer softwareand hardware. When an unknown issue is discovered will seek guidance from LevelII or III Technicians as needed.
• Documents, tracks and monitors supportrequests submitted by end-users and ensure timely response and resolution ofsuch requests while adhering to the established IT processes and controls.
• Uses customerservice, troubleshooting and questioning skills to determine root cause ofissues. Assists in documenting findings and solutions in the establishedknowledge base, using the "how to/troubleshooting" article templates if theseare not already available, and documents resolution steps and interactions withend users via ticket management system.
• Follows the establishedticket workflows, escalates issues that extend beyond Technician I span ofcontrol and assigns tickets to the appropriate group(s) for resolution.
• Troubleshoots problems arising withhardware to determine whether they are hardware or software related, if unableto resolve seeks guidance from Level II or Level III Technician to resolve.
• Troubleshoots basic mobile devicesoftware, settings, and apps.
• Assist with officeequipment set up such as printers, desk phones, laptops, docking stations and othersas required. In addition, confirms equipment is connected to the network andtroubleshoots basic network connection issues.
• Follows laptop/desktop retire process when necessary,including wiping data from hard drives to be recycled or placed in surplus.
• Backs up/moves fileson existing workstations to be replaced and/or reconfigured.
• Performs minor manual softwareinstallations, as directed.
• Tests, images, and cleans PCs, laptops, and other relatedhardware.
• Adheres to IT policies, procedures, and system controls andfollows Heath's change management processes where applicable.
• Performsother related duties as assigned.

Values

• Safety is our number one priority
• Communicate openly and honestly
• Approach all that we do with a sense of urgency
• Always do the right thing
• Treat others as you wish to be treated
• Strive for excellence in everything we do
• Provide an environment that nurtures growth and enjoyment

Knowledge, Skills and Experience

• Technical degree in related field or equivalent experienceand certifications as applicable.
• 1 - 2 years of Experience in a call center or helpdeskenvironment with flexibility in shift work preferred.
• Network + and A+ certifications or 2-year technical degreepreferred
• ITIL Foundations preferred
• Experience using a service desk ticketingsystem, knowledge of Manage Engine / Service Desk + preferred.
• Experience with Dell IT Equipment is preferred
• Web browsers including Chrome, IE 10,Firefox, and Edge
• Experience with remote access tools:TeamViewer, Desktop Central and RDP
• Basic Knowledge of O365
• Basic knowledge of Networking
• Basicunderstanding on Microsoft Office suites for both Windows & MAC operatingsystems with experience supporting Apple/OSX
• Basic knowledgeof Active Directory, Group Policy, and Windows ACLs is preferred
• Windows 7, 8.1 and 10.0 as well as latestWindows OS

Reports toService Desk ManagerResponsible forThis position has no supervisory responsibilities. Work Environment

• Dependable, flexibility to work weekends, evenings, nights and holidays.
• Heath's IT is a 24/7/365 department such that as an employee needs assistance they will be provided it through the proper channels based on normal working hours, expanded working hours or emergency support hours.

Physical Requirements

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Travel Requirements

• Occasional travel as required

This job has expired.