Helpdesk Technician II

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The Helpdesk II position will provide a world‑class level of customer service to all Health Center/Fund employees seeking technical assistance or information concerning PC, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and be a provider of input to the IT Management decision‑making processes. They will serve and assist the employees on a daily basis, representing the IT department with professionalism, competence, and positivity.

• Serves as a Tier 2 technical and customer support resource to all Health Center/Fund employees
• Covers the tier 1 helpdesk regularly (when necessary) and serves as the escalation point for tickets beyond the ability of Tier I
• Escalates unresolvable tickets to Tier 3
• Documents ticket solutions and expands the knowledge base within the Service‑Now ticketing system
• Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact, providing intermediate to advanced troubleshooting and problem resolution
• Resolves issues in a timely and professional manner while meeting or exceeding established metrics
• Takes proactive action in ensuring warranty‑ability of Health Center/Fund technical systems
• Handles Health Center/Fund employee questions regarding end‑user‑facing hardware and software and serves the Health Center/Fund in a consultative manner
• Ensures timely completion and follow‑up of all support incidents
• Creates documentation of technical solutions and help‑desk procedures and trains others
• Comfortable presenting business solutions in person or via online systems such as Microsoft Teams, Zoom, etc.
• Tracks user satisfaction through follow‑up calls and surveys as required/directive
• Assists Infrastructure and Operations functions with special projects as required
• Proficient with imaging laptops/desktops
• Cross‑trains with other staff and continues to learn and expand on skills beyond help‑desk needs
• Supports the Health Center/Fund’s telecom system
• Assists with audio/visual (A/V) setup and supports meetings as needed
• Learns the Health Center/Fund’s applications including, but not limited to, the electronic medical records (EMR) system(s) and other applications and becomes efficient in supporting users’ needs at the help‑desk level
• Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth

• 2–3 years of direct experience 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 at the end‑user level
• 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 required
• Preferred:
  Certification in A+ or Microsoft Certifications
• Ability to travel locally – this position is a "float" position that will support two separate Health Center locations and travel between them
• Ability to provide on‑call support once every 9 weeks
• Preferred:
  Valid, unrestricted state driver’s license
• Preferred:
  Personal vehicle, valid registration, and current insurance

Hourly $27.74 – $33.95. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

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 be on‑call as needed.

• Medical
• Dental
• Vision
• Paid Time‑Off (PTO)
• Paid Holidays
• 401(k)
• Short‑ & Long‑term Disability
• Life, AD&D
• Flexible Spending Accounts (healthcare & dependent care)
• Commuter Transit
• Tuition Assistance
• Employee Assistance Program (EAP)