Information Technology Help Desk Technician

As a Helpdesk Technician with our Healthcare client, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end

users, working to continuously seek out opportunities to improve the end user experience. This

may include sourcing new technology when appropriate, periodically revisiting established

processes to evaluate overall effectiveness and ease of use and/or changing product

configurations.

Responsibilities for Helpdesk Technician

Manage Helpdesk tickets in a timely manner

Respond to customer issues via Slack, email, and ticketing systems

Inventory purchasing and management via Kandji, Apple, and other solutions

Manage and improve onboarding and offboarding workflows

Draft, refine, and implement documentation for Helpdesk processes

Install, make changes and repair computer hardware and software

Become the final escalation point for troubleshooting

Qualifications for Helpdesk Technician

3+years of experience working in a Helpdesk environment or relevant experience

2+years of experience administering Google Workspace, Okta, Atlassian, Slack, Apple

devices, and Kandji

Possesses critical thinking and root-cause analysis skills

Ability to prioritize and adjust task focus as needed

Proficiency with troubleshooting and managing macOS and Windows environments

Excellent oral and written communication skills

Experience with basic network implementation skills and troubleshooting using current

topologies, protocols

Highly organized and detail oriented to keep Helpdesk ticketing in order

Expected Job Duties:

First touchpoint for Helpdesk requests

Helpdesk ticketing

Hardware and software troubleshooting and service requests

New user laptop and desk setup

Helpdesk documentation for repeat incidents

Shipping equipment to remote locations

Identifying areas of improvement within Helpdesk process, suggesting and researching potential solutions

IT Storage management

Hardware repair, maintenance, and turnaround

Hardware purchasing

Device Management (Kandji, Apple)

Network troubleshooting and management

Meet Room Management

Jira Project Management

Okta/Google User Creation