Job Details
As a Helpdesk Technician with our Healthcare client, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end
users, working to continuously seek out opportunities to improve the end user experience. This
may include sourcing new technology when appropriate, periodically revisiting established
processes to evaluate overall effectiveness and ease of use and/or changing product
configurations.
Responsibilities for Helpdesk Technician
- Manage Helpdesk tickets in a timely manner
- Respond to customer issues via Slack, email, and ticketing systems
- Inventory purchasing and management via Kandji, Apple, and other solutions
- Manage and improve onboarding and offboarding workflows
- Draft, refine, and implement documentation for Helpdesk processes
- Install, make changes and repair computer hardware and software
- Become the final escalation point for troubleshooting
Qualifications for Helpdesk Technician
- 3+years of experience working in a Helpdesk environment or relevant experience
- 2+years of experience administering Google Workspace, Okta, Atlassian, Slack, Apple
- devices, and Kandji
- Possesses critical thinking and root-cause analysis skills
- Ability to prioritize and adjust task focus as needed
- Proficiency with troubleshooting and managing macOS and Windows environments
- Excellent oral and written communication skills
- Experience with basic network implementation skills and troubleshooting using current
- topologies, protocols
- Highly organized and detail oriented to keep Helpdesk ticketing in order
Expected Job Duties:
- First touchpoint for Helpdesk requests
- Helpdesk ticketing
- Hardware and software troubleshooting and service requests
- New user laptop and desk setup
- Helpdesk documentation for repeat incidents
- Shipping equipment to remote locations
- Identifying areas of improvement within Helpdesk process, suggesting and researching potential solutions
- IT Storage management
- Hardware repair, maintenance, and turnaround
- Hardware purchasing
- Device Management (Kandji, Apple)
- Network troubleshooting and management
- Meet Room Management
- Jira Project Management
- Okta/Google User Creation