Orthopaedic Specialty Group
Level 1 Helpdesk Technician
Orthopaedic Specialty Group, Fairfield, Connecticut, us, 06828
SUMMARY:
We are currently seeking a qualified, knowledgeable IT Professional to help our company with an open position in our helpdesk. They will be responsible for troubleshooting and resolving end user issues and escalate issues where appropriate. Critical thinking and the understanding of managing a ticket process are a must. This position will also require good writing and public speaking skills as the position does include technical documentation and training presentations. Experience with mobile devices and apple devices is required. An ideal candidate would have a minimum of 3-5 years of helpdesk experience. OSG is a fast paced, demanding, high growth medical practice so the ability to multi-task and think on your feet is an absolute requirement. Communication skills and an aptitude for problem-solving are also necessary in this role.
ESSENTIAL DUTIES AND RESPONSIBILITIESMinimum 3-5 years of helpdesk experienceExcellent communication skills with a commitment to understand customer requirements as well as company and IT objectivesAbility to provide effective advice on the use of technology to achieve shared goalsPatience and ability to walk users through new and existing workflowsTroubleshoot tablet & mobile devices (apple devices, android devices, laptops)Support Microsoft, Business, and Third-party applications (EMR Applications, scanning software, etc)Participate in the testing and deployment of Windows desktop imagesPerform pc replacement/upgrade ensuring that the transition is smooth for the end user. Image and deploy new PC'sResponding to queries on the phone, via email, in person, or through remote access.Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and softwareWriting and editing standard operating procedures. Provide end user training where necessary/needed.Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are foundEnsures that decisions made to improve the overall customer support of the Help Desk are continually carried throughAccurately communicates pertinent information to management and staff to create a work environment that lends itself to the best interest of the practiceEnsures that effective Help Desk representation takes place for the coordination of work processes and projects with other departmentsPerforms duties in a cost-effective manner to avoid waste of resourcesProvide first level and second level contact and convey resolutions to customer issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resourcesWalk end-users through problem solving processFollow up with end-users, provide feedback and see problems through to resolutionUtilize excellent customer service skills and exceed end-users' expectationsMaintain accurate and up to date notes in all ticketsReview open tickets daily and promptly following up on ticketsEnsure that initial response, ongoing communication, and resolution times are within SLAsRecommended procedure modifications or improvementsPreserve and grow your knowledge of help desk procedures, products and servicesManage and support Office 365Experience with IT Service Management ticketing systemsPREFERRED REQUIREMENTS
Bachelor's Degree in Computer Science, Engineering, or related discipline; equivalent experience is acceptableWorking knowledge of computersProven track record of completing tasks and/or project within budget and on schedulePhone system (VoIP) support & administrationAbility to manage multiple high priority initiatives in a fast paced and highly technical environmentKnowledge of Active DirectoryKnowledge of Image deployment softwareStrong knowledge of systems and networking software, hardware, and networking protocolsMS Office Suite KnowledgeHealthcare experiencePowerShell or other scriptingExperience with Citrix or other thin clientsKnowledge of best practices for Cyber Security, HIPAAExperience writing technical documents, training materialsApple specific experience
We are currently seeking a qualified, knowledgeable IT Professional to help our company with an open position in our helpdesk. They will be responsible for troubleshooting and resolving end user issues and escalate issues where appropriate. Critical thinking and the understanding of managing a ticket process are a must. This position will also require good writing and public speaking skills as the position does include technical documentation and training presentations. Experience with mobile devices and apple devices is required. An ideal candidate would have a minimum of 3-5 years of helpdesk experience. OSG is a fast paced, demanding, high growth medical practice so the ability to multi-task and think on your feet is an absolute requirement. Communication skills and an aptitude for problem-solving are also necessary in this role.
ESSENTIAL DUTIES AND RESPONSIBILITIESMinimum 3-5 years of helpdesk experienceExcellent communication skills with a commitment to understand customer requirements as well as company and IT objectivesAbility to provide effective advice on the use of technology to achieve shared goalsPatience and ability to walk users through new and existing workflowsTroubleshoot tablet & mobile devices (apple devices, android devices, laptops)Support Microsoft, Business, and Third-party applications (EMR Applications, scanning software, etc)Participate in the testing and deployment of Windows desktop imagesPerform pc replacement/upgrade ensuring that the transition is smooth for the end user. Image and deploy new PC'sResponding to queries on the phone, via email, in person, or through remote access.Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and softwareWriting and editing standard operating procedures. Provide end user training where necessary/needed.Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are foundEnsures that decisions made to improve the overall customer support of the Help Desk are continually carried throughAccurately communicates pertinent information to management and staff to create a work environment that lends itself to the best interest of the practiceEnsures that effective Help Desk representation takes place for the coordination of work processes and projects with other departmentsPerforms duties in a cost-effective manner to avoid waste of resourcesProvide first level and second level contact and convey resolutions to customer issuesProperly escalate unresolved queries to the next level of supportTrack, route and redirect problems to correct resourcesWalk end-users through problem solving processFollow up with end-users, provide feedback and see problems through to resolutionUtilize excellent customer service skills and exceed end-users' expectationsMaintain accurate and up to date notes in all ticketsReview open tickets daily and promptly following up on ticketsEnsure that initial response, ongoing communication, and resolution times are within SLAsRecommended procedure modifications or improvementsPreserve and grow your knowledge of help desk procedures, products and servicesManage and support Office 365Experience with IT Service Management ticketing systemsPREFERRED REQUIREMENTS
Bachelor's Degree in Computer Science, Engineering, or related discipline; equivalent experience is acceptableWorking knowledge of computersProven track record of completing tasks and/or project within budget and on schedulePhone system (VoIP) support & administrationAbility to manage multiple high priority initiatives in a fast paced and highly technical environmentKnowledge of Active DirectoryKnowledge of Image deployment softwareStrong knowledge of systems and networking software, hardware, and networking protocolsMS Office Suite KnowledgeHealthcare experiencePowerShell or other scriptingExperience with Citrix or other thin clientsKnowledge of best practices for Cyber Security, HIPAAExperience writing technical documents, training materialsApple specific experience