IT Service Desk - 2nd Shift - M-F - Noon-9:00 PM CT

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Requirements:

• World-class customer service skills.
• 1-2 years experience working in IT.
• Some experience with Azure/M365.
• Some experience with endpoint (Laptop) deployments.
• Knowledge of computer systems, security, network and systems administration (Azure), databases, data storage systems, and VOIP systems.
• Strong critical thinking and decision-making skills.
• A grasp of IT infrastructure and operations best practices.
• Experience working with remote workforce and users of all levels of technical aptitude.
• Ability to quickly and correctly diagnose and resolve basic technical issues.
• Healthcare industry experience with an understanding of Information Security for PII/PHI as well as HIPAA requirements preferred.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements in procedures.
• Perform the IT portion of new employee training & onboarding.