Enhance Health PLLC
Help Desk Technician
Enhance Health PLLC, Clearwater, Florida, United States, 34623
Help Desk Technician - Level1
Enhance Health is a rapidly growing Health Insurance Agency poised for explosive growth through the creation of meaningful insurance conversations. As a startup- your talents and vision can make a real impact on the company's future. You'll make tangible contributions to the success of our organization, which is already backed by one of the world's biggest private equity firms, and a team who's eager for your unique and valuable perspective.
We are seeking a highly motivated and skilled Help Desk professional to join our team. The ideal candidate will have excellent problem-solving skills, trouble shooting knowledge, and strong verbal communication skills. The Help Desk professional will be responsible for providing technical support to end-users, troubleshooting issues, and resolving problems in a timely and efficient manner.
The Help Desk Technician is responsible for providing first-level technical support to end-users, assisting with hardware, software, and network-related issues. With 1-2 years of experience and foundational certifications like CompTIA A+ and Network+, the technician will utilize ticketing systems such as Zendesk and ServiceNow to track and resolve issues efficiently. This role requires excellent communication, problem-solving skills, and a customer-focused approach to ensure timely resolution of technical issues and enhance user satisfaction.
Key Responsibilities:
Provide first-level support for hardware, software, and network issues, including troubleshooting computer systems, printers, and peripherals.Utilize Zendesk and ServiceNow platforms to track, prioritize, and resolve user issues. Ensure tickets are updated and closed in a timely manner with clear documentation.Respond to support requests via phone, email, chat, or in person, delivering technical assistance with patience and professionalism.Diagnose and resolve technical issues by identifying root causes, escalating unresolved issues to higher-level support teams as necessary.Assist in setting up and configuring user workstations, software, and network access.Document common issues, troubleshooting steps, and solutions to contribute to the knowledge base and help streamline future support processes.Perform routine hardware and software installations, updates, and upgrades as needed.Utilize foundational knowledge from the Network+ certification to troubleshoot basic network connectivity issues for end-users.Provide excellent customer service, ensuring users feel supported and issues are resolved to their satisfaction.Assist users in understanding new technologies, software applications, and company IT policies.
Qualifications:
-1-2 years of experience in a help desk or IT support role.
-1-2 years Apple/MAC Support Experience
Certifications:- CompTIA A+ (required)- CompTIA Network+ (preferred)
Technical Skill Sets:
- Experience using ticketing systems, preferably Zendesk and ServiceNow.- Basic understanding of networking, hardware, and software troubleshooting.- Proficiency with Windows and macOS operating systems.
-Experience with Apple/MAC, Business Manager, Jamf, MAC OS, Intune
Soft Skills:- Strong problem-solving skills with attention to detail.- Excellent communication skills, both written and verbal.- Ability to manage time effectively and prioritize tasks.- Strong customer service orientation with a willingness to assist non-technical users.
Education:
- Associate's degree in Information Technology or a related field (preferred) or equivalent work experience.
This description outlines the primary responsibilities and qualifications required for the Help Desk Technician role. Other duties may be assigned as necessary to meet the needs of the organization.
Enhance Health is a rapidly growing Health Insurance Agency poised for explosive growth through the creation of meaningful insurance conversations. As a startup- your talents and vision can make a real impact on the company's future. You'll make tangible contributions to the success of our organization, which is already backed by one of the world's biggest private equity firms, and a team who's eager for your unique and valuable perspective.
We are seeking a highly motivated and skilled Help Desk professional to join our team. The ideal candidate will have excellent problem-solving skills, trouble shooting knowledge, and strong verbal communication skills. The Help Desk professional will be responsible for providing technical support to end-users, troubleshooting issues, and resolving problems in a timely and efficient manner.
The Help Desk Technician is responsible for providing first-level technical support to end-users, assisting with hardware, software, and network-related issues. With 1-2 years of experience and foundational certifications like CompTIA A+ and Network+, the technician will utilize ticketing systems such as Zendesk and ServiceNow to track and resolve issues efficiently. This role requires excellent communication, problem-solving skills, and a customer-focused approach to ensure timely resolution of technical issues and enhance user satisfaction.
Key Responsibilities:
Provide first-level support for hardware, software, and network issues, including troubleshooting computer systems, printers, and peripherals.Utilize Zendesk and ServiceNow platforms to track, prioritize, and resolve user issues. Ensure tickets are updated and closed in a timely manner with clear documentation.Respond to support requests via phone, email, chat, or in person, delivering technical assistance with patience and professionalism.Diagnose and resolve technical issues by identifying root causes, escalating unresolved issues to higher-level support teams as necessary.Assist in setting up and configuring user workstations, software, and network access.Document common issues, troubleshooting steps, and solutions to contribute to the knowledge base and help streamline future support processes.Perform routine hardware and software installations, updates, and upgrades as needed.Utilize foundational knowledge from the Network+ certification to troubleshoot basic network connectivity issues for end-users.Provide excellent customer service, ensuring users feel supported and issues are resolved to their satisfaction.Assist users in understanding new technologies, software applications, and company IT policies.
Qualifications:
-1-2 years of experience in a help desk or IT support role.
-1-2 years Apple/MAC Support Experience
Certifications:- CompTIA A+ (required)- CompTIA Network+ (preferred)
Technical Skill Sets:
- Experience using ticketing systems, preferably Zendesk and ServiceNow.- Basic understanding of networking, hardware, and software troubleshooting.- Proficiency with Windows and macOS operating systems.
-Experience with Apple/MAC, Business Manager, Jamf, MAC OS, Intune
Soft Skills:- Strong problem-solving skills with attention to detail.- Excellent communication skills, both written and verbal.- Ability to manage time effectively and prioritize tasks.- Strong customer service orientation with a willingness to assist non-technical users.
Education:
- Associate's degree in Information Technology or a related field (preferred) or equivalent work experience.
This description outlines the primary responsibilities and qualifications required for the Help Desk Technician role. Other duties may be assigned as necessary to meet the needs of the organization.