Helpdesk Technician

Cincinatti, OH 45236

Category: Support Job Number: 18994

Job Description

  A Desktop Support Specialist career is rewarding and exciting as you will collaborate with all facets of the organization. The primary focus of the role is to provide extremely high-level customer service while solving technical issues involving information technology.  We are all about supporting the doctor-patient engagement better and you could be a part of our journey!  

The Position
·  Provides on-site IT (Information Technology) support for the Cincinnati office.
·  Assist Sr. Desktop Support Specialist in maintaining and improving all areas of Desktop Support.
·  Performs installations, repairs, upgrades and maintenance on hardware and equipment.
·  Onboarding / Offboarding responsibilities. ·  Answers customer questions and resolves issues.
·  Manages and maintains ticket queue(s). ·  Acts as a liaison with customers on administrative and technical matters for assigned projects. Share best practices and benefit from those of your colleagues through collaboration.
·  Performs analyses and prepares reports on system problem trends and issues Autonomously manage and troubleshoot issues.
·  Autonomously manages and troubleshoots issues while taking initiative and ownership.
·  Some project work may be required (acquisitions / mergers).
·  Maintain inventory and address all related IT processes through continuous improvement efforts.
·  Develop thorough knowledge and understanding of customer challenges, expectations, and success measures where IT support is involved.
·  Develop ongoing documentation of inventory, processes and practices related to IT policy and directives to support the organization.
·  Work collaboratively with all teams, vendors, consultants, and other stakeholders.
·  Build and maintain knowledge of the firm's products and services.
·  Willing to tackle additional tasks / competencies as needed to support the organization.

Position Requirements
·  Working towards an Associate Degree and / or at least 1 years’ experience in a Desktop Support role.

What You Will Need to Succeed
·  A “can do” attitude with a willingness to take initiative, inspire, and improve Desktop Support services.
·  Take direction / feedback from Senior level IT teammates.
·  Ability to develop and maintain high-performing and trusted customer relationships.
·  Professional demeanor to successfully represent and serve as part of the brand.
·  Ability to quickly learn and align with the organization, locations, and mission.
·  Curiosity and a commitment to continuous learning.
·  Motivated self-starter who proactively takes initiative.
·  Poise under pressure and ability to work in a fast-paced, high-stress environment.
·  Highly effective problem-solver with the ability to quickly acknowledge when issues should be escalated.
·  Excellent verbal and written communication skills
·  Strong interpersonal skills – ability to establish and maintain influential relationships, utilize empathy, and collaborate closely across multiple teams.
·  Exceptional organizational skills and ability to juggle competing priorities.
·  Advanced skills in Microsoft Word, Teams, Excel, and PowerPoint.
·  Willingness to learn how to support a multitude of applications / operating systems and how they interact within the IT framework of the organization.
·  Jira, Manage Engine product line, and Slack familiarity a plus.
·  Server background a plus.
·  Understanding and experience in cloud, data centers, and server infrastructure a plus.
·  Great organizational skills a must.
·  Great interpersonal skills to work with customers.
·  Great analytical and problem-solving skills.
·  Excellent communication skills.
·  Willingness to go above and beyond to assist the organization improvement efforts for IT.

Onsite Position
Shift:  1st (Day) 8:30 AM - 5PM
Must be a local candidate to Cincinnati, OH




Meet the Recruiter

Kelly Hallgren

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