Help Desk Technician

Help Desk Technician ODX Health Farmington Hills, MI Job Details Full-time $21 - $23 an hour 1 day ago Benefits Health savings account Health insurance 401(k) Paid time off Vision insurance Flexible schedule Life insurance Retirement plan Qualifications Network troubleshooting Phone communication Windows Microsoft Office Hyper-V System maintenance Multifunction printers (MFPs) VoIP Label printers Computer hardware Customer support ticket management WAN Mobile device management macOS IT Client interaction via phone calls System performance monitoring Full Job Description The IT Helpdesk Technician will perform routine IT services and ensure employees are receiving an efficient technology experience. The qualified candidate will be capable of performing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of all local Help Desk functions. This is a hands-on role with the responsibility of handling all help desk related tasks and exposure to infrastructure management and internal information security. An "IT Generalist" mentality is required.

RESPONSIBILTIES

Coordinate the resolution of urgent and complicated support issues; determine root cause, escalate, and coordinate issues appropriately; Provide reporting of relevant data and KPIs and trends to department leadership; Maintain IT knowledge base and ensure top quality solutions are available to the staff; Perform the intake and resolution of IT requests and break/fix incidents; Perform hardware procurement, distribution, systems design and laptop imaging; Perform user account management within relevant systems and services; Assist with technology needs, like working with building management, assembling workstations, coordinating with vendors and subcontractors as needed; Assist and resolve ticket requests with a client's desktop, laptop, thin client, e-mail system, hosted cloud application, desktop application, server and VOIP phone system; Coordinate with other departments to resolve problems, if necessary; Set up and configure new desktops, laptops, and printers for employees and clients; Maintain inventory at multiple locations; Perform software license compliancy, auditing systems to ensure all installed software is licensed, and updated; Maintain available outside normal business hours as needed; Participate in the implementation and support of new technologies; Other duties as assigned by the department and/or company

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

Should be comfortable if not proficient with administrating and troubleshooting the following systems and services: Windows 11 OS, Office 365 & associated services (Azure, Teams, SharePoint, OneDrive, etc), Active Directory, HyperV/VMware, MS Office, RMM tools, MDM/mobile devices and VOIP. Sound understanding of ticketing system functionality Average level of

LAN & WAN

network setups along with fundamental troubleshooting Strong phone skills, including receiving and making support calls Ability to respond quickly and effectively to support requests submitted by ticket, phone support, or spontaneous questions by teammates Ability to multitask and be able to juggle more than a single ticket - set up long-running tasks to increase efficiency and output Ability to analyze system & server performance using CPU, Memory, I/O Ability to execute procedures and support tasks in a reliable and repeatable manner Ability to perform daily operation tasks, maintenance not exclusive to job processing, network maintenance, workstation, documentation, and server maintenance. Have a passion for learning and continuous skill-attainment Ability to have technical conversations with non-technical people Must work well in a team environment, yet have the ability to work alone on given tasks or projects. Must have a flexible approach and enjoy working in a rapidly changing and growing organization Must always be able to represent the company in a professional manner and in all forms of communication

Pay:

$21.00 - $23.00 per hour

Benefits:

401(k) Flexible schedule Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person