IT Help Desk

About the role

The IT Help Desk position will focus on responding to incoming support phone calls, as well as addressing tickets that are emailed into the support queue. In this role, you are expected to provide a great customer service experience and maintain key performance standards that help drive success.

Responsibilities

• Troubleshoot remote desktops, laptops, printers, and other hardware peripherals.
• Aid users in resolving issues related to email, data, and productivity applications within a Citrix environment.
• Help users access key clinical and financial applications, including PointClickCare, Net Health, and Workday, creating accounts and resetting passwords, as needed.
• Aid with other IT support responsibilities, as needed.
• Holiday coverage is shared across the team on a rotating basis. Employees are expected to work assigned holidays as business needs require.

Requirements

• 1+ year of experience providing technical support and troubleshooting computer equipment, or equivalent education/certifications.
• Strong troubleshooting skills with working knowledge of, including but not limited to the following: Windows 10, Microsoft Office (2013/2016/2019), Citrix fundamentals, Exchange and Active Directory,
• Basic knowledge of networking protocols, information security practices, and computer/printer/scanner setup and support.
• Excellent written and verbal communication skills, with the ability to clearly support and guide end users over the phone and through email.
• Ability to be proactive in your day-to-day responsibilities and work with minimal supervision.
• Ability to prioritize, multitask and work under time constraints.
• Ability to rapidly learn and integrate new practices and knowledge into your troubleshooting and support processes.
• Ability to be flexible and adapt to changes in regard to expectations and the organization.
• Ability to hold peers accountable for and work as a team to achieve success.

Preferred Qualifications

• Strong troubleshooting skills with working knowledge of, including but not limited to the following: Windows 10, Microsoft Office (2013/2016/2019), Citrix fundamentals, Exchange and Active Directory,
• Basic knowledge of networking protocols, information security practices, and computer/printer/scanner setup and support.
• Excellent written and verbal communication skills, with the ability to clearly support and guide end users over the phone and through email.
• Ability to be proactive in your day-to-day responsibilities and work with minimal supervision.
• Ability to prioritize, multitask and work under time constraints.
• Ability to rapidly learn and integrate new practices and knowledge into your troubleshooting and support processes.
• Ability to be flexible and adapt to changes in regard to expectations and the organization.
• Ability to hold peers accountable for and work as a team to achieve success.

What We Offer

• We are committed to providing a competitive benefits and compensation package which includes medical/dental/vision coverage, company-provided life insurance, 401(k) with company match, and sick/vacation plans.
• We also believe in supporting our employee’s professional growth and development through our Learning Management System as well as training sessions and seminars.

Additional Information

• Pre-employment criminal background screening required.