What are the responsibilities and job description for the IT Helpdesk Technician position at Care Compass Network?
POSITION SUMMARY
Reporting to the IT Infrastructure Manager, this position provides first-level technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
RESPONSIBILITIES:
The responsibilities of the IT Helpdesk Technician will include the following:
Essential Functions:
- Respond to user inquiries and requests for assistance, often serving as the first point of contact for IT issues.
- Diagnose and resolve common hardware and software problems, following established procedures and documentation.
- Communicate technical information clearly and concisely to users, both verbally and in writing.
- Identify and escalate complex or unresolved issues to senior IT personnel.
- Install and configure hardware and software
- Perform preventative maintenance
- Manage help desk tickets
- Provide solutions and advice on technical issues
- Maintain accurate records of user issues, troubleshooting steps, and resolutions for future reference.
- Using feedback from stakeholders to improve problem-solving techniques and customer service
- Documenting and analyzing technical issues
- Respond to emails from employees and stakeholders seeking help with software- or computer-related issues
- Knowledgeable of the functions and back end of software programs to walk users through the steps to achieve specific goals
- Aid the IT & Analytics function in conceptualizing updates and upgrades that will enhance users’ experience
- Maintain a high level of courteous customer service at all times
MINIMUM REQUIREMENTS:
- High school diploma/GED required (Associate degree in Information Technology or Computer Science, preferred or equivalent experience)
- Six month’s experience as a help desk technician or similar IT position
- Proficiency in using help desk ticketing systems, remote support tools, and diagnostic utilities
- Familiar with Microsoft Office products
PREFERABLE CHARACTERISTICS:
- Experience in troubleshooting computer software problems
- Excellent interpersonal and customer service skills
- Problem-solving and critical-thinking skills
- Excellent written and verbal communication skills
- Ability to quickly diagnose and resolve technical issues
- Exceptional teamwork and leadership skills to help other technical support workers
- Ability to learn new technologies and implement them
LICENSE/CERTIFICATION:
- Minimum Required: N/A
WORK ENVIRONMENT:
Care Compass Network utilizes a hybrid work model where employees are able to work remotely from a home office or from the CCN office, a non-clinical professional office setting. The IT Helpdesk Technician must be able to work in the CCN office as needed. There may be some travel required for partner and/or network meetings.
