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Support Desk Technician

2 months ago

Barboursville, United States Village Caregiving Full time
Job DescriptionJob Description

Village Caregiving is a privately owned Home Health Agency who assists the elderly and disable with activities of daily living (ADLs). We currently operate in 19 states with plans to continue expansion. We are seeking a highly motivated and customer-focused Support Desk Technician to join our IT support team. The Support Desk Technician will serve as the first point of contact for employees and customers requiring technical assistance. This role will focus on resolving basic technical issues, providing excellent customer service, and escalating more complex issues to higher-level support as needed.

Support Desk Technician Benefits:

  • Competitive salary commensurate with experience.

  • Comprehensive health, dental and vision package.

  • Voluntary benefits packages that includes life, hospital, accident, and critical illness insurance as well as short term disability.

  • Paid paternity leave

  • Vibrant and inclusive company culture

  • 401k
  • PTO
  • Daily Pay
Support Desk Technician Key Responsibilities:

  • Respond to user inquiries via phone, email, and chat in a timely and courteous manner.

  • Provide first-line troubleshooting for common technical issues, such as password resets, software installations, and basic hardware troubleshooting.

  • Create, manage, and resolve support tickets using the help desk ticketing system.

  • Assist users with navigating systems, configuring software, and troubleshooting connectivity issues.

  • Escalate unresolved issues to higher tier support as necessary.

  • Maintain documentation of issues and solutions within the knowledge base.

  • Educate users on basic IT processes and best practices.

  • Maintain a high level of professionalism and ensure that customers have a positive experience.

  • Monitor system alerts and perform routine system checks to ensure all systems are operational.

Support Desk Technician Required Qualifications:

  • Education: High school diploma or GED (Associate’s degree in IT or related field is a plus).

  • Experience: Previous experience in a customer service or help desk role is preferred but not required.

  • Technical Skills: Basic understanding of operating systems (Windows, macOS), software applications, and general endpoint troubleshooting.

  • Communication: Excellent verbal and written communication skills.

  • Problem Solving: Ability to diagnose and resolve basic technical issues.

  • Teamwork: Capable of working both independently and within a team environment.

  • Customer Service: Strong focus on customer satisfaction and ability to work under pressure.

Support Desk Technician Preferred Qualifications:

  • Basic understanding of networking concepts (e.g., Wi-Fi, IP addressing, etc.).

  • 1-2 years of Windows-based systems administration

  • Familiarity with remote desktop tools (e.g. Window Remote Desktop, TeamViewer, etc)

  • Familiarity with SaaS-based collaboration suites (e.g. Microsoft 365, Google Workspace, etc.)

  • Any relevant certifications such as CompTIA A+, Security+, and / or Network+

Support Desk Technician Working Conditions:

  • This position requires working at a desk for extended periods and may involve handling multiple tasks simultaneously.

  • The candidate must be available to work flexible hours, and be willing to take on-call as well.

  • The candidate may be required to travel to do field assistance.