SUMMARY
The Senior Help Desk Technician will provide support to employees in resolving complex or escalated technology issues. In this role, you will ensure the proper day-to-day operation of internal technology applications and equipment, including troubleshooting software and hardware issues on laptops, desktops, tablets, servers, and/or network equipment. This position provides the opportunity to perform updates, repairs, upgrades, backups, and asset inventory tracking. The desired candidate must have a passion for technology and a true commitment to growing their technical skill set and the ability to work in a professional manner, maintaining goodwill, cooperation, and productive relationships throughout the Spencer Health Solutions.
RESPONSIBILITIES
- Provide Tier 3 incident management, diagnosis, escalation, tracking, and resolution
- Provide outstanding customer service and a positive support experience by interfacing directly with employees on issues, communicating in a clear, concise manner both verbally and electronically
- Follow established processes and standards, identify, and propose improvements as necessary
- Maintain knowledge of desktop, server and network, and technologies
- Continually learning new technical skills on your own time
- Act as a resource on projects
- Perform remote diagnostic tasks
- Virus/malware remediation
- Track all activity in our ticketing system
- Assist in developing technical documentation to improve training and service delivery
- Configuring firewall / security devices
- Microsoft 365 User Management
- Provide preventative maintenance services for employees
- Provide onboarding equipment set up and offboarding account deactivations
- Provide after hours and weekend support / project work as needed
- Perform other duties as assigned
- Highschool Diploma
- 5+ years of experience in deployment and support
- The ability to communicate technical information in an accessible manner to non-technical employees
- Software maintenance and testing capability
- Understanding of infrastructure/network security knowledge of various types of computer operating systems including Windows, Linux and Mac
- Ability to analyze information and evaluate results to choose the best solution and solve problems
- Ability to create and maintain technical documentation in written or electronic form
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Excellent interpersonal skills and an end user customer-service focus.
- Experience working in a regulated environment
- Ability to read, understand, and execute job functions in accordance with Standard Operating Procedures
PREFERRED
- Associates or Bachelor’s Degree in Information Technology, Computer Science or relevant field
Spencer Health Solutions is an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and the basis of disability or any other federal, state or local protected class.
Your safety and privacy is of our utmost concern. Any communications with a Spencer Health Solutions employee will be through an email originating from @spencerhealthsolutions.com or [email protected]. We will never ask for your private information until an official offer has been accepted.
