Helpdesk Specialist

Role Responsibilities

-Part of the Service Desk & Depot team in support of Ambulatory service lines across the United States working in a fast paced environment
-Diagnose and troubleshoot issues, provide technical guidance in activities associated with the identification, prioritization, and resolution of hardware, printer, network connectivity, Citrix, and clinical application issues reported via telephone - Partnering with third-party vendors and technicians to obtain results to complex technical issues
-Work closely with clinical application subject matter experts to resolve end user issues - Hardware warranty and support partner with technicians and third party vendors to obtain results to complex technical issues - Helps other deliver results within defined timelines
-Candidate must be self-motivated and willing to work with other team member to meet the customer demands.
-Assist with documentation related to team’s functions. Works with the larger team to help with knowledge transfer and service delivery improvements.
-Participate with training and other team development and improvements.

Requirements

-4 + years of experience preferably in a, Technical Support, Call Center environment, or Desktop support role
-Experience in troubleshooting Desktops, networking, connectivity and general desktop support functions.
-4+ experience in high paced repair environment, preparation, troubleshooting PC, printer, network connectivity, mobile devices and other technical issues
-4+ years Customer Service experience and ability to work with customers to resolve issues over the phone

- Proficient with desktop remote troubleshooting tools such as GoToAssist or Bomgar; Windows 10 experience a plus

Preferences

-5+ years of leading team and managing deliverables
-Able to perform quality control checks to ensure organization is meeting or exceeding standards
-Strong presentation and collaboration skills, and can communicate in all aspects of jobs
-Proficient with technical documentation and presentation skills

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