Help Desk Technician

Westerville, OH, United States

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Our benefits include: competitive compensation based on industry standards, an excellent benefits package, which includes: generous 401(k) match with immediate vesting, growth opportunities, health insurance benefit opportunities for eligible employees which include Medical, Dental, Vision, excellent PTO which increases based on tenure, holiday pay, and a fantastic company culture!

SUMMARY:

The Help Desk Technician II plays a pivotal role in supporting the Director of Information Technology by providing technical assistance to associates encountering IT hardware and software challenges. This position involves troubleshooting, routine maintenance, and facilitating the setup of equipment and applications.

ESSENTIAL FUNCTIONS:

1. Help Desk Support:

Monitor and promptly respond to requests received through the IT help desk.

Utilize and maintain the help desk ticketing system for efficient tracking and resolution of issues.

Communicate matters requiring escalation to the Director of IT.

2. Technical Support: Provide comprehensive support for all Information Technology products and services.

Assist associates, partners, and vendors by answering questions and troubleshooting problems.

Instruct associates on system, software, and hardware functionality as needed.

3. Maintenance Tasks: Assist in routine system, hardware, and software maintenance activities.

Perform software and hardware upgrades, patch installations, and reporting tasks.

4. Repairs and Diagnostics: Investigate and resolve hardware and software issues.

Perform minor repairs on system hardware and communication connections.

Conduct basic diagnostic testing to identify and address technical issues.

5. Workstation Management: Configure, install, maintain, and decommission associate workstations (PCs, laptops, and tablets) as required.

Ensure all workstations are equipped with necessary hardware and software for optimal performance.

Support the onboarding process for new users, including installing, testing, and configuring workstations and associated equipment.

6. Project Involvement: Assist or lead various IT projects aimed at process improvement, efficiency enhancement, or the implementation of new software/hardware solutions.

7. Inventory Management: Maintain accurate records of equipment, software, and software licenses.

8. On-call Support: Be available for after-hours support as assigned by the Director of IT.

9. Additional Responsibilities: Perform other duties as assigned by the manager.

Requirements

REQUIRED EDUCATION AND/OR EXPERIENCE:

High School diploma or GED equivalent.

Some technical PC systems training or related work

Three-years' experience in an I.T. services role.

PREFERRED EDUCATION AND/OR EXPERIENCE: Undergraduate education

Six months' experience in healthcare/medical/insurance/DME customer service role

ADDITIONAL QUALIFICATIONS:

None.

COMPETENCIES:

Excellent communication skills.

Detail-oriented with strong problem-solving abilities.

Commitment to compliance and maintaining high standards.

Dedication to providing exceptional customer service.

Ability to manage stress and prioritize tasks effectively.

Technical proficiency in IT hardware, software, and systems.

POSITION TYPE/EXPECTED HOURS OF WORK:

This is a full-time position, and hours of work and days are Monday through Friday, with the core hours being between 8:00 a.m. to 5:00 p.m. Work may occur before or after core work hours or over the weekend. Hybrid.

SUPERVISORY RESPONSIBILITY:

This position has no supervisory role.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate encounters while performing the duties and responsibilities of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the duties and responsibilities.

The typical environment for this position is indoors; however, some tasks may require the associate to work outdoors. While performing the duties of this job, the associate might endure extreme temperatures depending on the weather, season, and/or location and nature of the task. The noise level varies depending on the location and nature of the task being performed.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and responsibilities. While performing the duties of this job, the associate is regularly required to sit. The associate is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The associate must occasionally lift and/or move up to 75 pounds. The associate may occasionally be required to climb, squat, crawl, and reach.

TRAVEL:

Some travel is required for this position, with occasional overnight travel as needed.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO

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