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Help Desk Technician II

Location Austin, United States
Posted 28-October-2021
Description
The Help Desk Technican II is a part of the Corporate IT Team and responsible for assisting other IT support staff with day-to-day operational duties such as security, backup and recovery, performance and change management, and end user support issues.

*Key Activities:.

Troubleshooting and resolution of end user support issues

End user desktop and application support

Performs necessary troubleshooting steps to resolve problem or determine appropriate fix

Creates trouble tickets using appropriate trouble ticketing system

New hire setups to include: Installs desktop hardware and software, installs personal and network printer hardware, assist in maintaining network hardware, software

Perform internal IT audits as necessary

*Baseline Competencies:.

Communication

Team Player

Motivation

Customer Service Oriented

Prioritization

Security Focused

Self-Starter

*Job Competencies:.

Target first call resolution to be greater than 60%.

Ensure ticket resolution is within WellSky's approved SLAs.

Accept assignments with open, cooperative, positive and team-oriented attitudes.

Demonstrate effective oral and written communications with customers, coworkers, and third parties.

Comply with the Quality Management System (QMS) and all required regulatory processes in accordance with 21 CFR 820, ISO 13485:2003 and CMDR (SOR\98-282) as required.

Maintain confidentiality of sensitive information, with special emphasis on Protected Health Information (PHI).

Comply with Wellsky HIPAA Privacy and Security Practices and all required regulatory processes in accordance with 45 CFR 160 and 164 as required.

Follow applicable Standard Operating Policies and Procedures (SOPP).

*Job Requirements:.

Associates Degree in IT or MCP or A+, N+, or Security+ certification. Or applicable IT experience in lieu of degree requirement.

1+ year Help Desk or Technical Support experience.

Must be adept at troubleshooting issues and able to explain solutions to non-technical audiences.

Extensive knowledge of PC setup, troubleshooting and operations

Extensive knowledge of Windows 7/10 setup, troubleshooting and operation.

Basic understanding of the Desktop LAN protocol TCP/IP

Excellent interpersonal and communications skills

Excellent attention to detail.

Ability to work with minimal supervision

Ability to work effectively as part of a team and with other personnel at all organizational levels

Able to understand and follow company internal policies and processes related to IT

Able to track and monitor support related activities using the trouble ticketing system

Having a dynamic and self-motivating personality and willingness to learn.

Must be able to rotate on call schedule

Excellent troubleshooting, listening and problem-solving skills

Able to work in a fast-paced deadline oriented environment

Customer focused

Works well in a team environment

*Preferred Requirements:.

Current Microsoft Certified Professional (MCP) certification

Familiarity with Voice over IP Phone systems and deployments

Office 365 Administration

Familiarity with SalesForce ticketing system

Understanding of Microsoft security patches and process for applying them

Job Types: Full-time, Contract

Pay: $18.00 - $22.00 per hour

Benefits:
* 401(k) matching
* Dental insurance
* Health insurance
* Vision insurance
Schedule:
* 8 hour shift

COVID-19 considerations:
Vaccination is required.

Education:
* Bachelor's (Preferred)

Experience:
* Help desk: 2 years (Required)
* Windows: 1 year (Required)
* PC set up: 1 year (Required)
* Windows 7/10: 1 year (Required)

Work Location: One location

 
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