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Technical Support Analyst

2 months ago

Nashville, Tennessee, United States Healthpilot Technologies LLC Full time
Job Overview

Position: IT Support Specialist

Location: Remote

Compensation: $25 - $35 per hour based on experience

Role Type: Contractor

About the Position:

As an IT Support Specialist at Healthpilot Technologies LLC, you will play a crucial role in ensuring the efficient functioning of our IT infrastructure. Your primary focus will be to assist our customer service team with any technical challenges related to Talkdesk, Microsoft 365, and Azure Virtual Desktop. You will also be tasked with managing helpdesk requests, supporting patch management efforts, and contributing to documentation and various projects as needed. This position offers a fantastic opportunity for professional development within a vibrant digital landscape.

Key Responsibilities:
  • Helpdesk Assistance: Deliver support for Windows 10, macOS, Azure Virtual Desktop, Microsoft 365, and other SaaS applications.
  • Contact Center Support: Diagnose and resolve issues associated with the Talkdesk platform, ensuring seamless customer service operations.
  • Documentation Management: Develop, revise, and maintain documentation and knowledge base entries.
  • Alert Oversight: Assist in monitoring and investigating alerts from our Security Information and Event Management (SIEM) system, gathering relevant information, and escalating issues to appropriate teams.
Qualifications:
  • Technical Proficiency: Basic knowledge of Windows 10 and macOS. Familiarity with Virtual Desktops, Microsoft 365, and Talkdesk is advantageous.
  • Adaptability: Proven ability to swiftly learn new technologies and tools through vendor documentation, internal resources, and hands-on experience.
  • Analytical Skills: Strong troubleshooting capabilities with a proactive mindset towards problem-solving.
  • Communication Skills: Effective verbal and written communication skills, with the ability to convey technical concepts to non-technical users and collaborate effectively with team members.
  • Detail Orientation: Exceptional attention to detail and organizational skills, particularly in managing helpdesk tickets and documentation.
  • Professional Attitude: A willingness to ask questions, seek assistance, and pursue growth opportunities within the role.
Preferred Qualifications:
  • Experience: Background in technical support or completion of relevant technical or vocational training.
  • Certifications: Relevant certifications (e.g., CompTIA A+, CompTIA Security+, Microsoft Certified: Azure Fundamentals) are beneficial but not required.