Helpdesk Technician

• Provides tier 1 help desk support. Conducts preliminary triage of user reported problems
• Use Service Now ticketing system to create Incidents & Requests as reported by the End Users by phone or emails .
• Ensuring all the relevant & necessary End User information is accurate
• Ensuring the Tickets are analyzed and assigned accordingly to IT staff
• Escalating tickets to IT Technicians/Analysts, teams & Managers as needed
• Performs initial diagnostic evaluation of user issues to solve problems if possible.

• Performs initial diagnostic evaluation of user issues to solve problems if possible.

• Providing verbal and/or written instruction & guidance to users as required

• Image , configure ,deploy .upgrade and troubleshoot all IT endpoint hardwares (  Computers , laptops, printers, Scanners & others ) and various softwares & applications.
• Resolve technical issues in person & remotely .
• Perform preventative maintenance on equipment and software patches .
• Update all Incidents and Requests using the Service Desk ticketing system within agreed SLA’s , include all relevant information related to troubleshooting and results.
• Troubleshoot basic LAN/WAN connection issues. 
• Receive and respond to calls and/or tickets regarding technical issues and requests
• Thoroughly document common issues/causes/solutions into the knowledgebase as well as the analysis required for resolution
• Provide both oral and written status updates to management
• Demonstrate an enthusiastic customer service-focused approach, partnering with business units in a positive, can-do manner
• Other duties as assigned by management

Required Skills and Qualifications

• High School diploma  , an associate degree in IT, computer science, or equivalent technical certifications (e.g., CompTIA A+). but preferably Bachelor’s degree in Computer Science, Information Technology, or a related field required
• Previous experience in a technical support or help desk role required.
• Proficiency in all Windows operating systems, Active Directory, MS Office Suite , , and remote management tools in an enterprise/corporate environment  required
• Must have experience in working with enterprise Ticket management system.
• Technical knowledge of current networking protocols, operating systems, and standards.
• Ability to organize, prioritize, and follow up independently
• In-depth knowledge of up to date IT support methodologies and principles
• Strong analytical and problem-solving skills with the ability to work in a fast-paced, deadline-driven environment
• Experience using collaboration tools such as Microsoft Teams, and ZOOM preferred
• Healthcare IT background, preferred. Experience supporting and maintaining Electronic Medical Records systems & other medical systems preferred.
• Excellent troubleshooting, communication, and customer service skills. 

Physical Requirements

• Lifting and moving of objects weighing up to 25 lbs.

Per Diem - $27 hourly