Helpdesk Technician III

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The Helpdesk Technician III will provide information, assistance, training and technical support to employees regarding the use of computers, networks, terminals and related peripheral hardware and software. They will respond to tickets and telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems. This position will be float between all our health center locations, including our St. Louis Square office, as needed as a “floater”.

ESSENTIAL JOB FUNCTIONS AND DUTIES 

• To oversee the day-to-day operations of the Helpdesk 
• Maintain and promote excellent customer service, offering 5-star experiences
• Maintain effective Helpdesk response time as well as clean and accurate records of work performed
• Train Helpdesk staff on operational procedures, troubleshooting techniques on hardware and software
• Ensure Helpdesk staff provides timely and considerate customer service to end users by resolving technical issues
• Maintain high level support of VIP tickets
• Using and instructing others in the use of computer hardware, software and related software applications
• Defining and resolving computer operational problems
• Organizing own work, setting priorities, and meeting critical deadlines
• Using initiative and independent judgment within established procedural guidelines
• Establishing and maintaining effective working relationships with all personnel contacted in the course of duties
• Establishing and maintaining effective working relationships with all personnel contacted in the course of duties, including communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds
• Prepares purchase orders and makes recommendations for equipment refresh
• Assists in supporting the funds applications, including the electronic health record (EMR) software
• Prepares monthly business partner reports, such as Dragon medical, clear triage, badging system usage and others
• Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth

ESSENTIAL QUALIFICATIONS

• Minimum 4 years of experience providing hardware and software problem resolution and technical support to computer users
• Experience with Help Desk or comparable customer service-related experience
• Advance level knowledge of PC based hardware, software components and operations
• Associates degree in Computer Science, Information Systems or related field or Completion of course work at Technical School or equivalent work experience
• A+ Certification and/or Microsoft Certifications
• The ability to participate in an on-call rotation
• Preferred: Valid, unrestricted state driver’s license
• Preferred: Personal vehicle, valid registration, and current insurance

Salary range for this position: Salary $58,300 - $72,900. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday-Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement, as well as to “float” between listed locations. The shift will be Monday through Friday, 8am to 4pm, with potential for on-call.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

 #LI-Hybrid