Position SummaryProvide fast and useful technical assistance on computer systems. Answer queries on basic technical issues and offer advice to solve them. Assist with ongoing projects throughout the year.
Essential Duties and Responsibilities- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Internal support of the companys PCs, printers, servers, network, telephony, building security, and related equipment.
- Assist with software and hardware change processes.
- Assist with project plans throughout the year.
Key Knowledge, Skills, and Abilities- Tech savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Strong technical knowledge of servers, storage, networks, and applications, including Microsoft Windows Server, Azure, Azure Virtual Desktop, Defender for Endpoint, and Entra (Azure Active Directory).
- Proficiency in Microsoft 365 including SharePoint and Teams.
- Strong understanding of IT security and compliance best practices, including identity and access management, data protection, and threat detection.
- Knowledge of Internet services, systems monitoring and management, and common network protocols.
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
Minimum Qualifications- Associate or bachelor's degree in a related field or equivalent experience in IT.
- Proven experience as a help desk technician or other customer support role
- Experience within a medical environment, medical billing and coding, or emergency medicine is helpful.
- Ability to maintain confidential information.
Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee may work for extended periods of time sitting at a desk and working on a computer. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
DisclaimerThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship. The company is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
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