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Technical Support Specialist

2 months ago

Stamford, Connecticut, United States Integrated Resources, Inc Full time
Job Overview

Position Title: IT Technician
Company: Integrated Resources, Inc
Employment Type: Contractual Position

Position Summary:

The IT Technician will operate under the guidance of the Helpdesk and Business Operations Manager. This role is crucial for overseeing computer application workflows, executing tasks associated with the IT Helpdesk support, and escalating issues to maintain the integrity and dependability of the organization's information systems.

Key Responsibilities:
  • Monitor and execute application workflows effectively.
  • Handle all Helpdesk inquiries, ensuring thorough documentation of each call in the Incident Management system.
  • Spend the majority of the workday engaging with customers via phone, managing trouble tickets from Helpdesk emails, and overseeing Self Service requests.
  • Ensure that customer contact details are accurate in the Incident Management system.
  • Provide responses to common inquiries and frequently asked questions.
  • Assess the nature of calls, assign trouble ticket numbers, and direct unresolved issues to the appropriate support personnel.
  • Escalate technical challenges to management, vendors, and support teams as necessary.
  • Perform data entry and other administrative tasks as required.
  • Assist with various duties as directed by management to support Helpdesk operations.
  • Log, resolve, escalate, and close service requests in compliance with departmental standards.
  • Regularly check Helpdesk email and voicemail as outlined in departmental policies.
  • Provide user education as required.
  • Participate in scheduled departmental meetings.
  • Other responsibilities as assigned.
Essential Qualifications:
  • Flexibility to work various shifts, including days, evenings, and nights as needed.
  • Primary responsibilities include hardware setup and configuration, specifically rebuilding workstations across the organization.
  • Experience in a healthcare setting is preferred but not mandatory. This position is part of an initial project duration.