What are the responsibilities and job description for the IT Help Desk - Onsite - Tempe Arizona position at Birdi Inc.?
Essential Duties/Responsibilities:
- Respond to service tickets in Birdi’s IT Service Management (ITSM) tool and be on a rotational call
- Test, evaluate and recommend new products, solutions and services for suitability to Birdi needs
- Image, configure, wipe, update and/or optimize Windows desktop systems
- Perform site preparation, installation, conditioning setup, and testing
- Participate in preventative maintenance and consumable parts replenishment programs
- Assist with incidents and Root Cause Analysis (RCA)
- Available to perform shift work on evenings and weekends as required
- Ability to collaborate across all organizational levels to resolve critical issues effectively.
- Ability to work with partner vendors and maintain status of new and existing orders
- Ensure the accurate and timely completion of work orders, expense reports, timesheets, inventory, etc.
- Contribute and support the Incident Management Report process
- Maintain knowledge of HIPAA and ePHI controls and standards
- Other duties as assigned
Required Skills/Abilities:
- Expert knowledge of PC operating systems such as Microsoft Windows
- Strong interpersonal and customer service skills
- Strong data analysis skills
- Experience with cloud platforms like Office 365.
- Familiarity with IT ticketing and support management systems.
- Ability to maintain confidentiality of information and data in accordance with policies
- Ability to exercise considerable judgment, maintain confidentiality, and act in a diplomatic manner
- Ability to independently identify, research and resolve issues
- Valid driver’s license in good standing, insurance, and a reliable vehicle
- Effective verbal and written communication skills
- Experience with remote access tools to assist users in different locations.
- Ability to diagnose and fix issues related to desktops, laptops, printers, and other peripherals.
- A decisive individual who possesses a strategic focus as well as an operational, implementation, and detail-oriented perspective
- Sound technical skills, analytical ability, good judgment, and strong operational focus
- Ability to work with peers in a team effort
- A well-organized and self-directed individual who can work with minimal amount of supervision
- Capability to efficiently complete tasks in a fast-paced environment
- Ability to work extended hours, weekends, and holidays in alignment with departmental and industry demands
- Ability to lift, pull, push containers up to 50 pounds and manipulate equipment which requires strength, gross motor and fine motor coordination.
Education/Experience:
- High school diploma and at least 4 years of relevant experience
- Experience at in-field installation and client facing support position
- Proficiency in Microsoft Windows OS, Microsoft Office 365
Preferred Skill/Abilities:
- A Certified (or similar).
- Network (or similar)
- Knowledge of VOIP systems
- Prior experience in health care is an asset.
Work Environment/Physical Requirements:
- This is a full time in office position, with minimal exposure to excessive noise or adverse environmental issues, and occasional local travel, including exposure to heat, cold, and inclement weather conditions.
- Environment is split between office work and a operational production/warehouse, with exposure to some noise and machinery.
