Information Technology Help Desk Technician

2 weeks ago

Brookfield, United States ROM Technologies, Inc. Full time

About Our Company:

ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic and cardiology business. We are now leveraging our core technology, infrastructure, and first mover position to enter other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.


Benefits: We offer competitive benefits including; medical, dental & vision. Generous PTO and 401(k) with an employer match.

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Parental leave
  • Referral program
  • Vision insurance


Position Overview:

ROMTech is looking for a dedicated and passionate Service Desk Technician to join our growing team at our headquarters in Brookfield, CT. The Service Desk Technician is responsible for providing technical support to end-users for hardware, software, network, and other IT-related issues. This role involves troubleshooting complex problems, collaborating with Level 2 and Level 3 technicians, escalating issues to vendor support when necessary and assist in maintaining and performing system upgrades while ensuring optimal system performance. The Level 1 Technician will provide ongoing support and administration of our Office 365 environment.

The Service Desk Technician will report to the IT Service Delivery Manager. Candidates must have the ability to work after hours and weekends as needed.


Responsibilities:

  • Provide continuous support and administration of our Office 365 environment.
  • Assist with the administration of Identity and Access management (Okta).
  • Assist with the day-to-day IT operations, including monitoring incidents, problems, user request lifecycle, and break/fix issues.
  • Execute IT hardware setup for new employees.
  • Assist with lifecycle management of IT assets, including PC peripherals.
  • Serve as an additional point of contact for our onsite and remote workforce through helpdesk and service desk support.
  • Support the enterprise ITSM solution as it relates to asset management, onboarding/offboarding of IT equipment, CMDB, IT process management and deskside support.
  • Actively develop and maintain an IT knowledgebase.
  • Additional tasks as assigned.


Requirements:

  • 2-3+ years of hands-on experience with Office 365, Azure Active Directory, SharePoint, OneDrive, Exchange, Slack, and MS-Teams.
  • Experience with OKTA, Active Directory, Group Policy, and other directory services.
  • Relevant experience with VOIP, TCP/IP, DNS, DHCP, and VPN’s as well as LAN, firewalls, routers, and printers.
  • Experience with Soft phone systems, IVR and call flows.
  • Experience working with ServiceNow.
  • Ability to create and update user guides, FAQs, and technical documentation.
  • Must be flexible and participate in on-call rotation as well as off hours and weekend initiatives.
  • Must be a natural problem-solver with sharp critical-thinking skills.
  • Excellent interpersonal customer service skills as well as written and verbal communication skills.
  • Ability to quickly diagnose and resolve technical issues.
  • Ability to learn and implement new technologies.


If this sounds like an exciting opportunity to embark in the next chapter of your career, please respond and include:

  • An up-to-date resume


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods of time and use hands to operate a computer and other office equipment. The employee is frequently required to reach with hands and arms, talk, and hear. Specific vision abilities required by this job include close vision and the ability to adjust focus.


We are an equal opportunity employer. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status, or any other classification protected under applicable Federal, State or Local law.

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