Helpdesk Technician II

About the role

This is a Neighborhood Health Center position. The Helpdesk II role provides world-class customer service to all Health Center/Fund employees seeking technical assistance or information concerning PC, mobile, telephony, and communications hardware and software. This position serves as a technical resource for IT-related projects and contributes to IT Management decision-making processes, representing the IT department with professionalism, competence, and positivity.

Responsibilities

• Serve as a Tier 2 technical and customer support resource to all Health Center/Fund employees.
• Cover the Tier 1 helpdesk when necessary and act as the escalation point for tickets beyond Tier 1 capabilities.
• Escalate unresolvable tickets to Tier 3.
• Document ticket solutions and expand the knowledgebase within the Service-Now ticketing system.
• Respond to local and remote customer inquiries for assistance via telephone, email, or direct contact, providing intermediate to advanced troubleshooting and problem resolution.
• Resolve issues in a timely and professional manner while meeting or exceeding established metrics.
• Take proactive action to ensure the warrantability of Health Center/Fund technical systems.
• Handle employee questions regarding end-user-facing hardware and software and serve in a consultative manner.
• Ensure timely completion and follow-up of all support incidents.
• Create documentation of technical solutions and help desk procedures, and train others.
• Present business solutions in person or via online systems such as Microsoft Teams or Zoom.
• Track user satisfaction through follow-up calls and surveys as required.
• Assist Infrastructure and Operations functions with special projects as needed.
• Image laptops/desktops proficiently.
• Cross-train with other staff and continue learning to expand skills beyond helpdesk needs.
• Support the Health Center/Fund’s telecom system.
• Assist with audio/visual (A/V) setup and support meetings as needed.
• Learn the Health Center/Fund’s applications, including electronic medical records (EMR) systems and other applications, to efficiently support user needs at the helpdesk level.
• Demonstrate the Fund’s Diversity and Inclusion (D&I) principles in conduct at work and contribute to a safe, inclusive culture with equitable opportunities for success and career growth.

Requirements

• 2–3 years of recent direct experience in a Helpdesk role (minimum).
• Working knowledge and experience in a Windows-based support environment.
• Mac support experience (a plus).
• Experience with technical Help Desk or high-level customer service operations.
• Intermediate to advanced knowledge of PC and Microsoft end-user-facing technologies.
• Mid-level knowledge of PC, mobile, telephony, and other end-user-facing technologies.
• Associate’s degree in Computer Science, Information Systems, or related field, or equivalent work experience.
• Certification in A+ and/or Microsoft Certifications (preferred).
• Ability to travel locally—this position supports two separate Health Center locations and requires travel between them.
• Ability to provide on-call support once every 9 weeks.
• Valid, unrestricted state driver’s license (preferred).
• Personal vehicle, valid registration, and current insurance (preferred).

Pay

Hourly salary range: $27.74 – $33.95. Actual base salary may vary based on relevant experience, qualifications, expertise, certifications, licenses, education, time in role, peer and market data, prior performance, business sector, and geographic location.

Schedule

Monday–Friday, 7.5 hours per day (37.5 hours per week) as an onsite position, with flexibility to support additional locations and shifts as needed, as well as on-call support.

Benefits

• Medical, Dental, and Vision coverage.
• Paid Time-Off (PTO) and Paid Holidays.
• 401(k) retirement plan.
• Short- and Long-term Disability.
• Life and AD&D insurance.
• Flexible Spending Accounts (healthcare & dependent care).
• Commuter Transit benefits.
• Tuition Assistance.
• Employee Assistance Program (EAP).