Equitas Health
Sr Help Desk Technician
Equitas Health, Columbus, Ohio, United States, 43224
Description
POSITION SUMMARY: This position provides technical support to all employees, providers, interns, temporary staff and contractors at all of our locations across the State of Ohio as well as our locations in Dallas Texas. This support may consist of both hardware, software and network trouble shooting and problem resolution. The Help Desk Technician is to research and follow-up on problems that may require additional resources. SALARY: $58,700-$73,300ESSENTIAL JOB FUNCTIONS: Essential functions of the job include, but are not limited to, typing, reading, utilizing a telephone, utilizing a computer or server, conducting research, attending meetings, interacting with others, coordinating multiple schedules and documenting steps for problem resolution.
MAJOR AREAS OF RESPONSIBILITIES:Provide first and second level technical troubleshooting skills to resolve general internal Equitas Health system support issues via telephone, chat, remote communication tools as well as in personEnsure all assigned tickets are resolved in an efficient, timely and customer friendly mannerAppropriately document customer interactions within each assigned help desk ticketApply diagnostic tools and skills to aid in troubleshooting and resolving issuesTest fixes to ensure problem resolution and customer satisfactionPerform preventative maintenance on endpoint devices as requiredLog all support calls into the call tracking systemWork with Help Desk Manager to communicate software issuesFollow-up with callers to ensure customer satisfactionMaintain appropriate inventory documentation and update as changes occurRemove viruses and communicate with staff regarding potential risksAdhere to Equitas Health Confidentiality PolicyOther technology projects and tasks as assigned by supervisorResolve issues and/or assign or notify appropriate resourceWork on special help desk projects as requiredTrack and document regular daily activities and project statusAdhere to Equitas Health Confidentiality PolicyCreate and manage users in various systemsMaintain IT stock and report to Help Desk SupervisorManage MFA and run regular MFA ReportsAudit security camera users and accessibility at least monthlyUpdate the content on Mission Central as requestedMaintain the backend infrastructure and configuration for Mission CentralUpdate external websites as required or at least on a biweekly basisEnsure external website are successfully backed up dailyLead large help desk based projects assignedAll other tasks as assigned by the Help Desk ManagerEDUCATION/LICENSURE:
Bachelor's degree in Technology preferredKnowledge, Skills, Abilities and other Qualifications :
A+ certification requiredMinimum five years of Help Desk Technician experience requiredStrong oral and written communications abilitiesExperience with and ability to provide high quality customer serviceIn-depth knowledge of Windows 10 and the MS Office suite of products requiredKnowledge of and ability to troubleshoot printers in a Windows environment requiredBasic understanding of network communication and connectivity requiredWorking knowledge of wireless networking requiredMust have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in working with persons of color, and gay/lesbian/bisexual/transgender communityMust be able to maintain individuals' confidentialityWillingness to travel as necessary to Equitas Health locations and/or end-user residences as necessaryThe Help Desk Technician is expected to have reliable transportation, driver's license and proof of auto insurance required to facilitate occasional travel for on-site support needs. This role requires readiness to travel to different office locations across the state and, on rare occasions, to end-user residences to provide direct technical assistance. The ability to mobilize quickly and provide off-site support is essential for ensuring the continuity and effectiveness of our IT services. Mileage and travel-related expenses will be reimbursed according to the organization's travel policy.
OTHER INFORMATION:
Background and reference checks will be conducted. In accordance with Equitas Health's Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA
POSITION SUMMARY: This position provides technical support to all employees, providers, interns, temporary staff and contractors at all of our locations across the State of Ohio as well as our locations in Dallas Texas. This support may consist of both hardware, software and network trouble shooting and problem resolution. The Help Desk Technician is to research and follow-up on problems that may require additional resources. SALARY: $58,700-$73,300ESSENTIAL JOB FUNCTIONS: Essential functions of the job include, but are not limited to, typing, reading, utilizing a telephone, utilizing a computer or server, conducting research, attending meetings, interacting with others, coordinating multiple schedules and documenting steps for problem resolution.
MAJOR AREAS OF RESPONSIBILITIES:Provide first and second level technical troubleshooting skills to resolve general internal Equitas Health system support issues via telephone, chat, remote communication tools as well as in personEnsure all assigned tickets are resolved in an efficient, timely and customer friendly mannerAppropriately document customer interactions within each assigned help desk ticketApply diagnostic tools and skills to aid in troubleshooting and resolving issuesTest fixes to ensure problem resolution and customer satisfactionPerform preventative maintenance on endpoint devices as requiredLog all support calls into the call tracking systemWork with Help Desk Manager to communicate software issuesFollow-up with callers to ensure customer satisfactionMaintain appropriate inventory documentation and update as changes occurRemove viruses and communicate with staff regarding potential risksAdhere to Equitas Health Confidentiality PolicyOther technology projects and tasks as assigned by supervisorResolve issues and/or assign or notify appropriate resourceWork on special help desk projects as requiredTrack and document regular daily activities and project statusAdhere to Equitas Health Confidentiality PolicyCreate and manage users in various systemsMaintain IT stock and report to Help Desk SupervisorManage MFA and run regular MFA ReportsAudit security camera users and accessibility at least monthlyUpdate the content on Mission Central as requestedMaintain the backend infrastructure and configuration for Mission CentralUpdate external websites as required or at least on a biweekly basisEnsure external website are successfully backed up dailyLead large help desk based projects assignedAll other tasks as assigned by the Help Desk ManagerEDUCATION/LICENSURE:
Bachelor's degree in Technology preferredKnowledge, Skills, Abilities and other Qualifications :
A+ certification requiredMinimum five years of Help Desk Technician experience requiredStrong oral and written communications abilitiesExperience with and ability to provide high quality customer serviceIn-depth knowledge of Windows 10 and the MS Office suite of products requiredKnowledge of and ability to troubleshoot printers in a Windows environment requiredBasic understanding of network communication and connectivity requiredWorking knowledge of wireless networking requiredMust have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in working with persons of color, and gay/lesbian/bisexual/transgender communityMust be able to maintain individuals' confidentialityWillingness to travel as necessary to Equitas Health locations and/or end-user residences as necessaryThe Help Desk Technician is expected to have reliable transportation, driver's license and proof of auto insurance required to facilitate occasional travel for on-site support needs. This role requires readiness to travel to different office locations across the state and, on rare occasions, to end-user residences to provide direct technical assistance. The ability to mobilize quickly and provide off-site support is essential for ensuring the continuity and effectiveness of our IT services. Mileage and travel-related expenses will be reimbursed according to the organization's travel policy.
OTHER INFORMATION:
Background and reference checks will be conducted. In accordance with Equitas Health's Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA