Desktop Support Technician

WellPower provides you with the support you need to help you develop a career in helping others succeed. We innovate, adapt, and leverage the diverse perspectives of the people on our team and the people we serve in everything we do.

WellPower values and is strengthened by diversity. We are committed to ending bias and discrimination in our community and ensuring equity within all aspects of our organization. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, transfer, or promotion opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

As part of the Infrastructure Team, the Desktop Support Technician is the second line of client/end user communication and provides second level customer support including basic computer troubleshooting and repair, network/internet connectivity, email, software applications, and incident triage. This position is customer-focused, requiring exceptional customer service skills. The position is responsible for ensuring the highest level of service delivery for the departments supported by the WellPower Helpdesk. The ideal candidate will have a thirst for knowledge and an ability to quickly diagnose user issues and follow them through to resolution.

You will receive, prioritize, document, and actively resolve end user helpdesk requests escalated to you and call out priority incidents when appropriate and necessary to ensure our business systems are functioning at the highest level. We expect you to be creative, follow processes, look for solutions by using different tools and resources. At times, you will work with end users, in-person and remotely, giving them hands-on assistance in a positive, educational, and friendly manner.

This is a full-time on-site position at our Dickenson Central Office.

Learn more about WellPower:

Pay Range & Benefits:

• $55,250 - $65,000/year                

WellPower is committed to fair and equitable hiring with salaries based on relevant factors, such as work experience, education, and certification/licensure (rather than wage history). Toward the principle of equal pay for equal work, we post and hire within defined hiring salary ranges.  We ask all applicants to carefully review the hiring salary range for each posted job opportunity, as we will not hire outside the predetermined range.

All full-time, benefits eligible employees will be eligible for WellPower’s benefits plan. For a full description of benefit offerings, please visit: https://wellpower.org/workplace-of-choice/.

OUR PRIMARY SYSTEMS:

• Windows 10 and Windows 11 on the local device
• Microsoft 365 Applications for the Enterprise
• Word, Excel, Teams, etc.
• Office 365 Hosted Exchange for email
• ServiceDesk Plus for helpdesk ticketing
• Netsmart Avatar Electronic Health Record
• RingCentral enterprise phone system and contact center

ESSENTIAL JOB FUNCTIONS:

• Provide technical operating assistance to users via phone and in person. 
• This job involves resolving tickets escalated from the helpdesk and visiting all WellPower supported sites to provide on-site support.
• Respond to and track Help Desk calls and Help Desk emails and assign Help Desk requests as necessary.
• Create accurate and properly formatted tickets for all work that is performed
• Develop and update the computerized solutions database using our ticketing software
• Upgrade computer equipment to minimize user downtime.
• Install, relocate, maintain, configure, repair, document computers, peripherals, and communications equipment.
• Assist the network team with support needs
• Participate in inventory tracking of all computer equipment, including the tracking of computer deployment date.  This allows for a routine schedule of replacement.
• Comply with and assist users in complying with WellPower policies, procedures, and standards applied to computers and peripherals.
• Provide overall assistance and back-up coverage for the Information Technology Department.
• Perform research on best practices and state of the art technology advances to assure that the company is providing the best in equipment and support.
• Occasionally support local office conference room audio/visual needs
• Assist users with ergonomic issues to promote comfort and prevent injury in using computers.
• Perform other related duties as assigned.
• An on-call rotation is required for this position.

EDUCATION: 

• Degree in computer science/related area preferred.  Technical school education or equivalent experience is acceptable.
• A+ Certification required

EXPERIENCE:

• 4 years’ minimum experience with personal computers in a corporate environment.
• Experience with Microsoft Windows operating systems and Microsoft Office products.
• Experience with computer hardware setup, repair and trouble shooting.  
• Experience supporting network technologies with certification a plus

SKILLS AND COMPETENCIES:

• Strong verbal and written communication skills and a strong customer service orientation.
• Will have access to confidential and sensitive personnel, financial, and consumer information - maintain confidentiality and use discretion in these aspects.

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