Help Desk Technician Full-time Job

Purpose

Help Desk Technicians are customer-oriented individuals that provide technical support to users in an efficient and accurate manner. They are considered the company's front liners that support and manage hundreds of clients in solving their technical problems through creative problem solving. This role is a full-time exempt position, and will be remote until we open our office location in Orlando in 2023.

Core Values

Fail Forward

Failure presents opportunities to learn from mistakes and become better.

Outcome Oriented

None of us is as smart as all of us.

Be Accountable

We strive to deliver the right results.

Embrace Teamwork

Our customers, partners, and coworkers can rely on us.

Responsibilities

• Answering all incoming phone calls from clients and working to resolve the issue in 20 minutes or less
• Working on a variety of basic to complex issues requested by end users
• Determining and documenting techniques or processes and procedures for educational and training purposes
• Creating tickets inside of ConnectWise and documenting request or incident details such as type, sub type, item, and situation type, along with a summary of what is occurring and what your plan is to remediate it
• Mentoring and coaching others
• Escalating to Service Desk Advocates requests or incident tickets with detailed notes of attempted remediations and recommended solutions
• Owning and working tickets emailed into ConnectWise when not answering calls
• Ensuring users entrust that you care about their request and incidents
• Identifying possible Major Incidents and notifying Service Delivery Manager immediately
• Maintaining poise and patience while handling stressful situations
• Vendor Management
• Solving complex problems with authority on matters of significance without specific instructional guidance
• Finding alternative workarounds to problems when established procedures fail
• Managing client relationships with authority on significant matters

Working Conditions

• Receive back-to-back inbound or outbound calls
  

Interpersonal Skills Required

• Communication
• Empathy and Patience
• Quick Problem Solving
• Organization
• Critical Thinking
• Self-Awareness
• Humility
• Motivation
• Diligent
• Charismatic
• Time management

Technical Skills Required

• Ability to solve complex problems without specific instructional guidance
• Ability to explain complex configurations to clients using plain words
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
• Identify root cause of PC Hardware failures
• Assist clients with the installation of business line software and related services
• Train users on supported software & hardware
• Ability to configure routers, switches, and IP Devices without conflict
• Configure & deploy VoIP devices
• Configure, migrate, upgrade, and troubleshoot Microsoft Servers and Active Directory
• Ability to demonstrate administration and troubleshooting of Microsoft 365 products and services
• Working knowledge of SharePoint
• Detailed knowledge of and ability to trouble Windows 10 and MAC OS
• Administrate Firewall, Networking, & VPN connectivity
• Mobile Device Management & Support
• Setup & troubleshoot Printers/Scanner hardware and software (Network and local)
• Ability to troubleshoot MFA – Multi-factor Authentication
• Work with vendor support contacts to resolve technical problems with Equipment & software

Specific Software Skills Preferred

• EMR's
  • Nextgen
  • EClinical Works
  • NexTech
  • Greenway
  • SRS Soft
  • Athenahealth
  • Mereg Healthcare
  • Care Cloud
  • Glowstream
  • Epic
  • SIS/Amkai
  • Allscripts

Supportability Specialties

• Orthopedics
• ASC Surgery
• Dermatology
• Ophthalmology
• Senior Living
• Gynecology/OB
• Multispecialty