IT Help Desk Technician

• Compensation:  $45,000 to $55,000 Annually
• Benefits Offered:  Vision, Dental, 401K, Life, Medical
• Employment Type:  Full-Time, On-site

Essential Functions:

• Provides primary and secondary technical support, resolving requests whenever possible.
• Gathers necessary information, documents in ticket tracking software and escalates requests as necessary.
• Utilize company documentation and other technical resources to provide solutions for technical requests.
• Maintains ticket tracking software functionality, monitors tickets for follow up and documents ticket resolutions.
• Informs leadership about critical issues and provides company communication as dictated by service level agreements.
• Configures and supports all computer hardware and non-primary software (excludes third-party, functional area software such as enrollment, care management, etc.).
• Prioritizes all incoming work on a daily basis, responding quickly and appropriately to urgent issues.
• Works as a liaison between support vendors and external suppliers to resolve issues at hand.
• Maintains accurate hardware and software inventory for all locations.
• Assists Information Technology staff with projects by completing additional tasks as requested.
• Protects employee and patients’ rights by maintaining confidentiality of personal and financial information.
• Collaboratively work with peers, clinical staff, internal and external stakeholders to drive customer success.

Skills/Experience:

• Knowledge of computer programs (Microsoft Office, Microsoft Windows, etc..), hardware, printer repair, basic networking.
• Ability to operate a computer and basic office equipment.
• Familiarity and experience with access control systems.
• Provide remote support using remote support tools.
• Ability to operate a multi-line telephone system.
• Ability to exercise judgment to solve operational problems where the answer is not apparent.
• Ability to maintain strong attention to detail in high pressure situations.
• Ability to read, understand and follow oral and written instructions.
• Ability to establish and maintain effective working relationships employees and the public.
• Must be well organized and detail-oriented.
• Valid driver’s license.
• Ability to work with minimal supervision.
• Ability to coordinate multiple tasks at one time and effectively manage stress.
• Strong ethics, interpersonal skills, and the ability to work effectively with a diverse population.
• Ability to research projects.
• Visual and auditory acuity.
• Ability to utilize problem-solving techniques.
• Ability to utilize decision-making techniques.
• Excellent communication and interpersonal skills.
• Basic knowledge of HIPAA rules and regulations preferred.