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Helpdesk Support Technician
4 months ago
Job Type Full-timeDescriptionThe IT Help Desk Support Technician will be responsible for monitoring, triaging, analyzing, troubleshooting, remediating, escalating, and driving help desk tickets to completion. This role requires excellent organizational skills and the ability to handle multiple tickets from both internal and external customers. The ability to follow through on all assigned actions in a timely fashion is critical. The person will work in a dynamic, fast paced, team-oriented work environment that is guided by and upholds company core values. This position is on-site 5 days a week in eHealth Technologies Rochester, NY office. Primary Responsibilities: 1. Handles all assigned support requests, incidents, issues, tickets, and data remediation, to ensure flawless and quality delivery of services to clients. 2.Performs customer facing application support, desk side support, and phone support. 3. Escalates incidents when required to the appropriate experienced technician or software engineering team. 4. Develops and maintains relationships with technical staff and customers. 5. Assists with management, maintenance, and troubleshooting of the 24x7 production environment. (Windows Desktop) 6. Is versed in every aspect of the eHealth Access suite of customer facing applications, providing Level 1 and Level 2 phone and email support. 7. Demonstrates the ability to effectively communicate verbally and in writing to the team, management, and Product Stakeholders. 8. Documents and follows how-to and knowledge-based articles using Jira, Confluence and SharePoint. 10. Performs set up, imaging and configuration of user computers.11. Performs setup of user accounts and permissions. RequirementsKnowledge and Skill Requirements: 1. High School Diploma or GED required 2. Three years equivalent work experience in a position responsible for supporting, maintaining, and troubleshooting desktop computers as well as exposure to Windows Server Support. 3. Knowledge of Windows Desktop, SharePoint, Jira, Confluence, Teams and Office 365. 4. Understanding of network administration and Active Directory environments. 5. Experience with PC or Server automation using scripts of PowerShell or similar Continuous Delivery tools. 6. Experience installing, configuring, and maintaining all manners of PC hardware. 7. Exhibits objectivity and openness to others' views as well as gives and welcomes feedback. 8. Carefully evaluates alternative risks and solutions before taking action so that action plans are timely, realistic, and are completed within potentially strict time constraints. 9. Excellent attention to detail and organizational skills 10. Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues. 11. "Can do" attitude that can identify problems, take ownership, and provide solutions. 12. Knowledge of Healthcare operations a plus. On-call availability during the week with occasional weekend work. Shift Monday through Friday on site Work requires willingness to occasionally work a flexible schedule.
