Tier 1 Helpdesk

This request for personnel is to support our client's Service Desk. The immediate request is for analysts to provide technical telephone support for long-term healthcare accounts comprising nationwide assisted living facilities and acute care.

This position will require the candidate to provide technical support to include, but not limited to, the following areas:

Service Now

Supporting Virtual Environments (VDIs and VPNs).

Various healthcare-related applications.

Windows 10 and 11 operating systems

All Microsoft and Google Products

Bomgar

Candidate(s) shall stay informed of all changes to the operating systems or software programs that affect clients. Candidate(s) will be required to provide technical support for 30 to 40 daily calls. In addition, the candidate(s) must maintain records of correspondence received and responded to. Previous technical experience in an enterprise-level environment is highly desired.

Candidate(s) must possess the following

Excellent communication skills, both written and verbal

Above average ability to interpret, analyze, troubleshoot, and resolve technical problems

Must be decisive, conscientious, and interact well in a team environment

Have a strong desire to learn and the ability to follow policies and procedures

Must have a strong working knowledge of and experience with computer hardware, software, and peripheral devices in a diverse environment

Must be self-motivated and self-driven

Ability to work under limited supervision

Preferred Education and Experience

High School Diploma or Equivalent is required. Experience with the following is preferred:

Enterprise-level Service Desk

Knowledge of the healthcare environment

Onsite Support

Desired Skills/Certifications

Windows 10 and 11 operating systems

Certification(s) preferred but not mandatory

CompTIA Security+, MCITP (Enterprise Desktop Support Technician), A+, HDI Desktop Support Technician

Additional Requirements

24/7 coverage is required, and you must be willing to work after hours and Holidays

1 to 2 years of customer service experience preferred

1 to 2 years working at an enterprise-level help desk is preferred.