Senior Help Desk Associate

The Sr. Help Desk Associate role provides an opportunity to support the efforts of the Choices Information Technology and Information Services teams and their projects. The primary role of this position will be assisting in a broad range of helpdesk duties including troubleshooting issues and peripheral support through tickets and phone calls. The incumbent must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to first call resolution and overall customer satisfaction. This position will require a thorough knowledge of problem escalation and follow-up processes to ensure a timely resolution of reported issues. The senior level help desk associate will help mentor other help desk associates and also assist the IT Manager with ongoing projects.

Essential Duties and Responsibilities

• Provides help desk support utilizing the ticketing system and help desk phone line.
• Assists users via face-to-face visits, telephone support, and remote access.
• Assists in deploying hardware, software, and the retirement of obsolete hardware.
• Assists the IT Manager in the overall planning, organizing, and execution of IT functions at Choices, as well as the support and maintenance of existing applications and development of new technical solutions.
• Provides support for printers and print management software (Papercut)
• Follows procedures and processes to record initial call information, steps taken toward resolution, and final resolution into department's ticketing system and document repository.
• Maintains constant communication about ongoing issues with designated staff.
• Assists in developing and maintaining solutions in knowledge-based systems.
• Provides implementation support, customization, administration, and testing for Choices' electronic health record systems.
• Supports corporate iPhones and laptops using a mobile device management system (Microsoft Intune).
• Provides new user orientation if the help desk associate needs assistance.
• Completes documentation for internal IT procedures and common end user procedures.
• Assists and mentors other help desk associate(s) with day to day operations, help desk ticket escalation, and IT equipment setups.
• Willingly completes other duties as assigned to advance the mission of Choices.

Qualifications

Salary : $55-57,000 annually

Benefits Include :

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

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