Job Description

Location: Health Choice Management Co.
Posted Date: 9/3/2020

Position Purpose:

The Help Desk Technician II participates as a key team member of the Help Desk in a fast-paced, dynamic, and growing organization. The Help Desk Technician II use their knowledge, services, and policies to assist customers with inquiries, complaints, or problems.

Responsibilities:

  • Manage personal daily workload and adjusts priorities.
  • Create and address Help Desk tickets.
  • Answering inbound calls to the Help Desk phone queue.
  • Escalating requests to senior Help Desk technicians as needed.
  • Supports other Help Desk technicians in the areas of customer service and technical support
  • Communicates effectively with team members and Information Systems management.
  • Maintains and monitors adequate and accurate inventory.
  • Assists end-users with technical issues related to Information Systems services.
  • Ensuring the proper operation of end-user equipment, including standard workstations, laptops, printers, telephones, and tablets.
  • Troubleshooting to resolution a wide variety of user, application, and hardware issues.
  • Performs desktop imaging and application deployment.
  • Developing processes and tools to maximize Help Desk's efficiency.
  • Participate in a 24x7 after-hours call rotation.
  • Assists Systems Administrators with projects and tasks as required.
  • Create and maintain documentation.

Education / Experience / Other Requirements

Education:

  • High school diploma or GED equivalent
  • Associate or technical diploma preferred

Years of Experience:

  • Three years of progressive Help Desk experience

Certifications:

  • CompTia preferred
  • Microsoft product preferred

Specialized Knowledge:

  • In-depth knowledge of Information Systems support of Windows 7, Windows 10, and Microsoft Office.
  • Strong foundation in network fundamentals: TCP/IP, DNS, DHCP, etc.
  • Highly organized and with ability to analyze from technical, end-user, and business perspectives
  • An ability to perform under pressure and meet deadlines
  • Exceptional customer service, active listening, and verbal and written communication skills.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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