Tier 1 Helpdesk

Role Summary

This request for personnel is to support our client's Service Desk. The immediate request is for analysts to provide technical telephone support for long-term healthcare accounts comprising nationwide assisted living facilities and acute care.

This position will require the candidate to provide technical support to include, but not limited to, the following areas:

Service Now

Supporting Virtual Environments (VDIs and VPNs).

Various healthcare-related applications.

• Windows 10 and 11 operating systems
• All Microsoft and Google Products
• Bomgar

Candidate(s) shall stay informed of all changes to the operating systems or software programs that affect clients. Candidate(s) will be required to provide technical support for 30 to 40 daily calls. In addition, the candidate(s) must maintain records of correspondence received and responded to. Previous technical experience in an enterprise-level environment is highly desired.

Experience with the following is preferred

• Enterprise-level Service Desk
• Knowledge of the healthcare environment
• Onsite Support

Requirements

Candidate(s) must possess the following

• Excellent communication skills, both written and verbal
• Above average ability to interpret, analyze, troubleshoot, and resolve technical problems
• Must be decisive, conscientious, and interact well in a team environment
• Have a strong desire to learn and the ability to follow policies and procedures
• Must have a strong working knowledge of and experience with computer hardware, software, and peripheral devices in a diverse environment
• Must be self-motivated and self-driven
• Ability to work under limited supervision
• Preferred Education and Experience
• High School Diploma or Equivalent is required.

Desired Skills/Certifications

• Windows 10 and 11 operating systems
• Certification(s) preferred but not mandatory
• CompTIA Security+, MCITP (Enterprise Desktop Support Technician), A+, HDI Desktop Support Technician
• 24/7 coverage is required, and you must be willing to work after hours and Holidays
• 1 to 2 years of customer service experience preferred
• 1 to 2 years working at an enterprise-level help desk is preferred.