Help Desk Support Level One

4 weeks ago

Silver Spring, United States Sisters of Mercy of the Americas Incorporated Full time

**This position is not open to remote work**

**Part-Time 24 Hours/week**

**Possibility for future Full-time**

**Travel Possible**

**Flexible Schedule: depending on the needs of the office**

**Part-time benefits available.**
- **Sustained and inspired by their relationship with God and one another, the mission of the Sisters of Mercy is to respond with vision and compassion to the needs of people who are poor, sick, and uneducated. This mission serves as a motivational force in the day-to-day activities of the employees of the Sisters of Mercy of the Americas and as we extend compassion and mercy to others, practice and encourage social justice, and strive to live mercifully.**_

**JOB PURPOSE**: The Information Technology Department, within the Sisters of Mercy of the Americas, Inc supports a global and bilingual user community of over 800 employees and 2000 women religious. The department seeks a highly qualified Level 1 Support Staff on the User and Sister IT Services Team.

You will have the crucial responsibility of providing of exceptional customer service to our sisters and staff while effectively resolving Level 1 technical issues. It is essential that you possess the relevant technical know-how, but more importantly, your technical skills must be complemented by extensive customer service experience.

You will leverage a helpdesk software/ticketing system to track and respond to support requests submitted by our sisters and staff.

The User & Sister IT Services Team supports desktop computer hardware (PC and Mac), mobile devices, Desktop Software Applications, Connectivity, Telephony, and Onboarding (equipment setup for end users).

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Monitor Ticket Flow and Incoming Telephone Calls to:

- Acquire information from end user(s) regarding reported issue(s)
- Identify the issue(s) by examining the symptoms and analyzing the underlying problem(s)
- Determine root causes of reported issue(s), to evaluate potential solution options
- When appropriate escalate issues to next level.
- Perform onsite, remote, & phone support & troubleshooting of PCs, Macs, and mobile devices
- Coordinate requests for new technology devices with the procurement team
- Assist office staff and residents with the use of conference room/meeting room technology
- Assist office staff with utilization of office phone systems
- Assist office staff with use of organizational software platforms
- Troubleshoot wired and wireless network connectivity
- Complete new user account setups and terminations
- Delivery (last mile) of new user equipment
- Ability to work remotely
- Ability to travel as needed between offices of the Sisters of Mercy of the Americas, Inc.
- Safety_
- Follows all safety procedures and protocols and reports all hazardous conditions, defective equipment, accidents, or incidents to supervisor immediately.
- Perceives potential problem situations and reports to supervisor
- Assists in maintaining a safe, neat, and clean environment; reports environmental deficiencies such as lighting or equipment problems to supervisor or Maintenance Department.
- Demonstrates a thorough knowledge of safety procedures
- Performs in a calm, resourceful manner in emergency situations
- Miscellaneous_
- Demonstrates initiative in observing what needs to be done and does it without having to be asked to do so
- Remains in compliance with employee handbook and other established community guidelines
- Communicates with co-workers, management, sisters, visitors, families, and others in a courteous, tactful, and professional manner
- Conforms with and abide by all regulations, policies, work procedures and instructions
- **Other duties as requested**

**QUALIFICATIONS**:
**Education, Competencies and Experience**

Required
- Associate’s degree, or equivalent certification or experience, in Information Technology or related field.
- At least one year related experience.
- Ability to work independently and as part of a team.
- Excellent customer service, motivation, and sound decision-making ability.
- Highly proficient in Microsoft Office 365 tools.
- Strong written and verbal skills.
- Effective presentation skills.
- Capable of displaying strong self-motivation and sound decision-making ability.
- Ability to travel as required.
- Ability to organize and prioritize needs of customers.
- Ability to work independently and handle multiple priorities.
- Strong sense of discretion and confidentiality.

Preferred Qualifications
- Experience with various Cloud-based help desk ticketing systems
- Experience with IT Glue and RMM Software Platforms
- Ability to maintain composure in stressful situations
- Willingness to consider the advice and opinions of others
- Ability to make decisions and accept responsibility for the consequences
- Ability to work independently and as part of a team
- Ability to be organized, resourceful and efficient
- Ability to train and motivate others
- Ability and willingness t

  • Help Desk Technician

    1 month ago

    Spring, United States TWFG Insurance Full time

    **Job Title**:Help Desk Support **Location**: The Woodlands, TX - **On-Site, Monday-Friday **_ As a help desk technician your job duties will include the following: - Provisioning new laptops and desktops. - Troubleshooting PC issues both hardware and software related. - Troubleshooting PC peripherals. - Active Directory User creation and...

  • Front Desk Coordinator

    18 hours ago

    Silver Spring, United States CoreLIFE Full time

    FRONT DESK COORDINATOR Are you looking for a role where you can help change lives, one patient at a time? Do you want to have a direct impact on the patient experience with your outstanding customer service skills? Does a 4 day workweek (10 hour days) with a 3 day weekend interest in? Have you worked in the front office of a medical clinic for at least one...

  • Front Desk Coordinator

    17 hours ago

    Silver Spring, United States CoreLife Full time

    Job DescriptionJob DescriptionFRONT DESK COORDINATORAre you looking for a role where you can help change lives, one patient at a time? Do you want to have a direct impact on the patient experience with your outstanding customer service skills? Does a 4 day workweek (10 hour days) with a 3 day weekend interest in? Have you worked in the front office of a...

  • Account Manager | Entry Level

    6 days ago

    Silver Spring, United States NCA Full time

    Account Manager | Entry Level At NCA Inc, we work hard to develop an industry-leading team. Therefore, we are currently interviewing for an Entry Level Account Manager who will take the time to meet with business owners one on one in a consultative approach. By putting customer satisfaction first, we secure the future for our clients. We work hard to develop...

  • Dental Front Desk Receptionist

    2 days ago

    Silver Spring, United States Armin Dental of Riverdale, LLC Full time

    Job Overview: **Duties**: - Greet and assist patients and visitors in a professional and friendly manner - Answer phone calls, schedule appointments, and manage patient inquiries - Maintain patient records and ensure accurate documentation - Process billing and insurance claims, Medicaid and PPO - Utilize Dentrix software system - Handle administrative...

  • Support Teacher

    7 days ago

    Silver Spring, United States Primrose School of Silver Spring at Layhill Full time

    **Build a brighter future for all children.** Teaching is more than a job. It’s an opportunity to foster curiosity, creativity and compassion in children—all while helping them develop a lifelong love of learning. As a Support Teacher at Primrose School of Silver Spring at Layhill, you’ll help to create a fun, safe environment for little ones as they...

  • Support Teacher

    4 weeks ago

    Silver Spring, United States Primrose School of Silver Spring at Layhill Full time

    Job DescriptionJob DescriptionBuild a brighter future for all children.Teaching is more than a job. Its an opportunity to foster curiosity, creativity and compassion in childrenall while helping them develop a lifelong love of learning.As a Support Teacher at Primrose School of Silver Spring at Layhill, youll help to create a fun, safe environment for little...

  • Computer and Information

    4 weeks ago

    Silver Spring, United States Maryland Dental Center Full time

    salary stated is start up salary. if you are a team player, can use tools, have experience with computers such as swapping RAMs, Hard drives, troublehout printers, networking and troubleshooting.. then we have a job for you. the job involves going up ladder. there are additional tasks from time to time. our compnay pays excellent and that pay is in 95%...

  • Front Desk Agent

    2 weeks ago

    Silver Spring, United States Huntington Hotel Full time

    **Position Title:** Guest Services Associate **Immediate Supervisors Title:** Front Office Supervisor **Overall Responsibilities** * Greet and welcome guest. * Assign rooms and keys. * Keep track of daily scheduled functions and their locations. * Manage all daily arrivals and departures, including groups. * Prepare guest folio and collect payment for visit....

  • Store Detective

    6 days ago

    Silver Spring, United States Metro One LPSG Full time

    It's time to feel the reward that comes with making a real impact. It's time to join Metro One Loss Prevention Services Group. While working for Metro One, you will be given the opportunity to exercise your mind for business in an environment that values advancement. The Store Detective's primary responsibility and role is to identify, observe, and...

  • Direct Support Professional

    1 day ago

    Silver Spring, United States Care Positive Full time

    Job DescriptionJob DescriptionOur Client is seeking a motivated professional to work as a direct support professional in PG & Montgomery County.The ideal candidate should possess:Passion for helping others to live fulfilling livesEnergy and enthusiasmEffective problem-solving skillsEffective ability in coaching life skills, coping skills and boundaries...

  • Entry Level Representative

    2 weeks ago

    Silver Spring, United States Aurora Ripple Enterprises Full time

    We are urgently hiring competitive, sports-minded individuals to start with one of the most knowledgeable Maryland business firms!  We are a business development and sales management firm located in the DMV. Over the past decade, we have partnered up with brands that have become household names. As a result, we have directly participated in our clients'...

  • Entry Level Representative

    2 weeks ago

    Silver Spring, United States Aurora Ripple Enterprises Full time

    We are urgently hiring competitive, sports-minded individuals to start with one of the most knowledgeable Maryland business firms! We are a business development and sales management firm located in the DMV. Over the past decade, we have partnered up with brands that have become household names. As a result, we have directly participated in our clients'...

  • Front Desk Concierge

    3 weeks ago

    Silver Spring, United States Stratton Amenities Full time

    Job DescriptionJob DescriptionFloater/On-call Front Desk Concierge Job Description.We are seeking energetic, friendly, and professional individuals to provide outstanding service for our residents and guests in our luxury residential high-rises.Floater Responsibilities:Support staffing requirements during shortages due to vacations, call-offs, holidays...

  • Personal Supports Counselor

    2 weeks ago

    Silver Spring, United States Ardmore Full time

    Do you enjoy helping others reach their full potential?Do you enjoy having fun at work and doing recreational activities?Are you motivated by personal enrichment?Do you want to work for an amazing organization!If you are interested in this unique opportunity and fulfilling career, then becoming a Personal Supports Coordinator is the perfect job for you!This...

  • Hotel Front Desk Associate/Night Auditor

    4 weeks ago

    Spring, United States Thind Management Full time

    Hotel Front Desk Associate/Night Auditor Introduction Welcome to Thind Management, a family-owned management company where we strive to provide exceptional service and unforgettable experiences to our guests at our properties. With a passion for hospitality and a commitment to teach, we at Thind Management strive to share our knowledge with team members to...

  • After-school support near

    2 weeks ago

    Silver Spring, United States Wyndy.com, Inc. Full time

    After-school support position providing assistance and guidance to students near 20991. Collaborate with staff to create a safe and supportive environment for students. Assist with homework, offer academic support, and promote positive social interactions. Maintain a clean and organized space. Implement activities that encourage creativity and critical...

  • Front Desk

    4 weeks ago

    Spring Hill, United States Terlep Chiropractic Full time

    Job DescriptionJob DescriptionJob descriptionAbout usWCMIortho is a Medical Practice in Brooksville, FL. We are professional and agile. This multi-provider practice is quick paced and focused on concierge level patient care from the first voice on the phone to the welcoming front desk team all the way through the patient journey with the medical team. We...

  • Front Desk

    2 weeks ago

    Spring Hill, United States Terlep Chiropractic Full time

    Job description About us WCMIortho is a Medical Practice in Brooksville, FL. We are professional and agile. This multi-provider practice is quick paced and focused on concierge level patient care from the first voice on the phone to the welcoming front desk team all the way through the patient journey with the medical team. We offer a variety of services...

  • Front Desk

    4 weeks ago

    Spring Hill, United States Terlep Chiropractic Full time

    Job DescriptionJob DescriptionJob descriptionAbout usWCMIortho is a Medical Practice in Brooksville, FL. We are professional and agile. This multi-provider practice is quick paced and focused on concierge level patient care from the first voice on the phone to the welcoming front desk team all the way through the patient journey with the medical team. We...