Work Timings: Monday to Friday, 10 PM to 6 AM CST (Remote)
Role Description:
The Help Desk Associate (Level 1) role is an integral part of our growing team. We are looking for a competent Help Desk Associate to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. A Help Desk Associate must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business.
Core Responsibilities:
• Route / Escalate Help Desk tickets to appropriate team members using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Troubleshoot IT issues remotely using remote support software and onsite from desktops, printers, peripherals and network / Wi-Fi
• Assisting with the implementation of IT strategy
• Assist with company expansion and network infrastructure
• Ensuring continuous uptime for computers, and peripherals, and working with vendors to service basic medical equipment
• Working with vendors to manage network infrastructure
• Deploying hardware for new employees
• Keep accurate inventory of all IT related equipment
• Other duties as assigned
What are we looking for?
We’re looking for motivated professionals with:
• Phenomenal customer service skills
• Ability to communicate clearly
• Flexible and positive attitude
• Passion for technology and using it to solve problems
• High level of organization, reliability, and independence
• Orientation toward detail
• Demonstrated PC skills (MS Office, Google docs)
• Ability to research emerging technologies and make recommendations that benefit our business
• Past professional experience in a fast-paced environment
• Presentation skills (ability to train new hires on basic usage / setup when starting)
• At least 2-3 years help desk experience, 2-3 network experience
• Experience working with a multiple operating systems (Microsoft, Chrome, Mac)
• Associate’s Degree required, Bachelor’s degree preferred
• US work authorization
