What are the responsibilities and job description for the Help Desk Technician position at Big Bend Hospice?
Job Details
Why Big Bend Hospice?
This is a full-time onsite position in Tallahassee, Florida.
We are seeking a proactive, tech-savvy Help Desk Technician with exceptional customer service skills to join our team. In this role, you will be the first point of contact for end-users, addressing their questions and resolving basic computer, application, system, device, access, or performance issues through phone, email, or chat channels. You will utilize product information and solution databases to research and troubleshoot issues, ensuring timely and effective solutions. Support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality.
Schedule: Full-time, Monday - Friday 8 am - 5 pm with a rotating on-call schedule.
Hospice work is not a job – it’s a calling.
Caring for patients and their families at the end of life requires exceptional people with the spirit and commitment to providing compassionate care.
Big Bend Hospice has been the “Hometown Hospice” in the Florida Big Bend area since 1983. Our non-profit's mission is to “inspire hope by positively impacting the way our community experiences serious illness or grief one family at a time.”
Big Bend Hospice strives to be the employer of choice and is committed to providing the education, tools, and work environment to allow employees to perform at their best. For more information about Big Bend Hospice, visit bigbendhospice.org or us on Instagram or Facebook.
Our Culture
Our culture is cultivated using the following values:
- Integrity - We demonstrate integrity in everything we do
- Accountability - We hold ourselves accountable to the highest standards
- Respect - We respect our patients and the families we serve, and we respect one another
- Stewards - We are good stewards of our resources
- Innovation - We strive for increased knowledge and explore innovative ways to fulfill our mission
- Excellence - We are committed to excellence and helping each employee reach their highest potential
Qualifications, Duties, and Perks
Main Duties and Responsibilities:
(duties include, but are not limited to)
- Maintain and upgrade desktop PCs, mobile devices, peripherals, and laptops with hardware and software.
- Provide technical support to customers including file permissions, folder permissions, account permissions, security groups, password resets/unlocks, network connectivity, VPN, and remote desktop support.
- Maintain an accurate asset inventory system that includes scanning and tagging technology assets.
- Provide ongoing technology training to internal customers and facilitate technology orientation.
- Manage tickets in a ticket management system by investigating, troubleshooting, and maintaining accurate records.
- Implement process improvements across the department to ensure efficiency, consistency, and accuracy.
- Respond to end-user requests for support through various communication channels.
- Research, troubleshoot, and deliver solutions using product information and solution databases.
- Advise users on methods, steps, and actions to resolve issues and prevent future occurrences.
- Provide documentation as needed to enhance user understanding and self-help resources.
- Document incidents using help desk systems or tools for efficient tracking and reporting.
- Escalate complex problems to appropriate levels or teams for prompt issue resolution.
- Support software or device installs/upgrades, user profile setups, and password resets as required.
- Maintain high standards for response time and quality, ensuring adherence to service level standards.
- Performs all other duties as assigned.
Requirements:
- Vocational training in IT or at a degree level in IT with experience in Technical Support for end users and one or more years of related experience in the computer fields.
- Working knowledge of computer applications such as:
- Operating Systems: Windows Server 2016/2019/2022 Windows 10/11, iOS –Installation, configuration & maintenance
- Applications: Microsoft Office 365 Applications (Word, Outlook, Access, Excel, PowerPoint and Teams)
- Remote maintenance and AV: Terminal Services, Remote Desktop, RMM tools, etc.
- SIP/VOIP voice systems.
- Working knowledge of TCP/IP Networks
- Endpoint/MDM management and configuration (Apple Business Manager, Intune, etc.)
- Experience with low-voltage cabling.
- Valid driver's license, current auto insurance, and reliable transportation.
We Got the Perks:
- Annual PTO accrual based on years of service.
- 9 paid holidays annually
- Medical (UHC), dental, vision, STD, LTD, FSA, EAP, life insurance, and supplemental life insurance
- 403B match after one year of employment
- Employee recognition programs and discounts
- PSLF (Public Service Loan Forgiveness) eligibility for most roles
Join a Team that inspires hope!
Big Bend Hospice is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. We celebrate diversity without discrimination based on race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristics.
Salary : $39,000 - $55,000
