IT Support Desk Technician

3 weeks ago

Fargo North Dakota, United States Pierce Technology Corp Full time
Offer comprehensive guidance to employees, both remotely and in person when necessary, covering system configuration, troubleshooting, and maintenance procedures.

Listen attentively to employee concerns and inquiries, delivering optimal solutions and recommendations.

Prioritize employee satisfaction as the focal point of all communications, escalating unresolved issues to the appropriate level for resolution.

Conduct proactive communication with managers regarding potential actions at partner sites, aiming to enhance information flow and deliver superior service.

Demonstrate exceptional written and verbal communication skills in all interactions.

Maintain accurate inventory and asset tracking records for all technology-related equipment, encompassing both software and hardware components essential for sleep services functionality.

Ensure the availability of up-to-date documentation for all systems, facilitating efficient troubleshooting and maintenance processes.

Conduct thorough analyses of the impact of new or evolving technologies, devising strategies and recommendations for optimizing current systems.

Foster collaborative relationships with laboratories on network-related matters, operational procedures, sleep diagnostics, and system functionalities.

Execute equipment installations and coordinate lab changes and relocations at partner sites, liaising with Sleep Facility Managers and the VP of IT.

Coordinate training sessions for employees on new equipment and software upgrades, ensuring smooth transitions and optimal utilization.

Perform regular equipment upgrades, maintenance tasks, and scheduling adjustments at various sites to maintain operational efficiency.

Demonstrate flexibility in travel requirements, being able to travel throughout the company's service area on short notice, with occasional overnight stays as needed, averaging 1-3 days of travel per month.

Requirements

Demonstrated working knowledge of technology principles and techniques relevant to a business environment, with preference for certifications/licenses/registrations in computer, networking, and security fields.

Excellent communication skills, both written and verbal, fostering effective interactions with colleagues and clients.

Proficiency in Windows Operating System and Microsoft Office applications, including Microsoft 365 Services and web-based platforms.

Commitment to delivering exceptional customer service, ensuring compliance with regulatory and legal requirements, and meticulously documenting processes and procedures.

Proven ability to make timely and informed decisions, coupled with adept troubleshooting skills for mainstream applications such as Office, online apps, and Microsoft products, as well as sleep diagnostic equipment.

Sound understanding of Internet and email usage, with the capability to multitask effectively and troubleshoot complex software and hardware issues.

Familiarity with database and networking security systems, demonstrating competence in maintaining data integrity and system confidentiality.

Exceptional problem-solving abilities, cultivated through at least three years of customer service experience and prior roles as an IT Help Desk Technician.

Collaborative and team-oriented mindset, receptive to constructive feedback and committed to continuous learning and adaptation to new technologies and systems.

Consistent focus on accuracy and attention to detail, ensuring precise execution of tasks and deliverables.

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