Help Desk Technician

• Provide first-level technical troubleshooting support to resolve general internal ISBH IT and/or system support issues via telephone, chat, remote communication tools, as well as in person.
• Ensure all assigned tickets are resolved in an efficient, timely, complete, and customer-friendly manner.
• Responsible for account management, including resetting passwords, unlocking accounts, modifying user groups, creating accounts, disabling accounts, deleting accounts, and troubleshooting account problems/issues.
• Research and resolve all assigned technical issues in a timely and efficient manner, and/or elevate the issue to tier 2 support as appropriate.
• Appropriately document all customer interactions within each assigned help desk ticket.
• Installs, updates, tests, and configures software components for end users as necessary.
• Apply diagnostic tools, skills, and experience to aid in troubleshooting and resolving all assigned technical issues.
• Test fixes to technical issues to ensure problem resolution and customer satisfaction.
• Perform ongoing preventative maintenance on endpoint devices as required.
• Build new endpoint devices as necessary, following published procedures, to support new hires and/or ongoing device refresh cycles.
• Rebuild existing endpoint devices as necessary, following published procedures, to support device reuse and/or issue resolution.
• Appropriately wipe endpoint devices, following published procedures, in support of device recycling and/or device refresh cycles.
• Work on special IT or technology projects as assigned.
• Log all support calls and interactions into the helpdesk ticketing system.
• Provide technical training on ISBH systems for all staff, including new hire orientation, new systems rollout, and special projects or initiatives as necessary.
• Follow up with end users post ticket resolution to help ensure customer satisfaction.
• Maintain appropriate IT inventory documentation and update the inventory system in a timely manner as changes occur.
• Remove viruses and/or infected files as appropriate and communicate with staff regarding potential risks.
• Adhere to the ISBH Confidentiality Policy.
• Participate in New-Hire Orientation as needed.
• Other technology projects and tasks as assigned by the supervisor.
• Travel to offices throughout the service area is required.

• Associates degree in an IT-related field or completion of vocational/technical/business school, or equivalent IT certification required.
• A+ certification required
• At least 3 years of helpdesk or technology experience within a Microsoft Windows-based environment required.
• One year of experience in a Healthcare IT setting preferred.
• Excellent customer service and communication skills.
• In-depth knowledge of desktop support, as well as basic computer hardware and software troubleshooting.
• Basic knowledge of networking principals including configuration of network routing and firewall rules.
• In-depth knowledge of Microsoft Windows and network security.
• In-depth knowledge of Microsoft 365 and cloud computing environment.
• Basic knowledge of installation and management of software (updates, tools, etc.).
• In-depth experience providing customer service support via in-person, phone or remote means.
• Experience with mobile device management.
• In-depth ability to troubleshoot, repair, and configure PC's, switches, routers, etc.
• Working knowledge of wireless networking required.
• Strong interpersonal and communication skills, with the ability to build rapport amongst multi-departmental teams.
• Strong organizational skills and the ability to manage multiple tasks and priorities.
• Ability to work collaboratively as part of a multidisciplinary team.

Demonstrates expertise in technical troubleshooting, account management, and customer service within a Microsoft Windows-based environment. Proficient in desktop support, network security, and software installation, with a strong focus on customer satisfaction and effective communication.

• A+ Certification
• Helpdesk Support Experience
• Microsoft Windows Expertise
• Customer Service Skills
• Desktop Support Knowledge

• Technical Troubleshooting
• Account Management
• Desktop Support
• Network Security
• Microsoft 365
• Software Installation
• Mobile Device Management
• PC Configuration
• Wireless Networking
• Virus Removal

• Customer Service
• Communication Skills
• Interpersonal Skills
• Organizational Skills
• Team Collaboration

• A+ Certification
• IT-Related Degree or Equivalent Certification

• Healthcare IT
• Microsoft Windows Environment
• Network Routing
• Firewall Configuration
• Cloud Computing

• Helpdesk Ticketing System
• Remote Communication Tools
• Endpoint Devices
• Diagnostic Tools
• Inventory Management System