Helpdesk Specialist

3 days ago

Washington, United States MicroHealth, LLC Full time
Job Title: Tier 3 Helpdesk Specialist

At MicroHealth, LLC, we are seeking a highly skilled and experienced Tier 3 Helpdesk Specialist to join our team. As a key member of our IT support team, you will be responsible for providing technical assistance and support to our customers and internal stakeholders.

Key Responsibilities:
  • Provide technical support and guidance to help desk team members and customers on accounts, MED applications, Service Now ticketing system, and asset tracking.
  • Manage user accounts, applications, Service Now ticketing system, and asset tracking; ensure customer service is timely and accurate.
  • Conduct component level diagnostics and provide support to office and remote users using Service Now ticketing system.
  • Evaluate, process, and resolve Tier levels I/II/III Trouble Tickets.
  • Communicate and collaborate with multiple external organizations regarding the resolution of issues.
  • Reproduce, analyze, and report valid problem defects; process Trouble Tickets for resolution based upon classification.
  • Provide detailed trend analysis and reporting of triaged and resolution activities.
  • Responsible for User Account provision processing and troubleshooting.
Requirements:
  • Possess exceptional interpersonal skills and superior oral and written communication skills.
  • Strong analytical and problem-solving skills.
  • Excellent planning and time management skills.
  • Proficient in computer technology and Microsoft Office applications.
  • Strong ability to convey complex information in a way that users understand.
Physical Demands:

The employee is regularly required to sit and frequently required to walk, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

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