Help Desk Technician

Integrity Systems & Solutions, LLC, has been focused on the technology needs of medical and dental practices in the New England area for over 25 years. We exist for one reason; to build long-term relationships and provide peace of mind to people – clients and team members alike. While we can get excited about the benefits technology can offer, we never want to lose sight of the importance of the human experience.

Located in Cheshire, CT, Integrity isn’t just a word on the sign over the door. We’re honest with each other and our customers. We treat our customers like you’d want somebody to treat your family. When we’re not busy delivering for our customers, you may find us debating Star Trek versus Star Wars, or the finer points of any particular movie or song. We believe in setting our people up to succeed, so they can do the same for our customers. If you are looking for an opportunity with a company that places value on helping people, you love solving problems, and you enjoy technology, read on!

Why we are different:

Our core values define who we are as a company as well as the people who work here. These drive us and are what we get up for every day.

• Helpful – Our first instinct is to assist our customers.
• Always Learning – Building our skills to consistently deliver Best in Class service.
• Courteous – We listen carefully, then communicate clearly in a thoughtful, respectful manner.
• Tenacious – We don’t give up until the job is finished, and the customer is satisfied.
• Integrity – Doing the right thing always, even if it hurts.

The Position:

The Help Desk Technician, what we call our Remote Operations Technician, is responsible for handling support of service requests in a professional and timely manner via the phone or remote toolsets. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. Ideal candidates are self-directed, innovative, organized, flexible, and can consistently maintain our high-quality standards. This candidate will also be able to exhibit a sense of urgency in providing exceptional quality service to clients and setting and managing expectations.

This is an in-office role with the ability to work from home one day per week.

Responsibilities:

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests to current standards.
• Ability to work in a team and communicate effectively.
• Work with the Remote Operations Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.
• Escalate service requests that require Field Operations support.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as service tickets in ConnectWise.

Qualifications:

• High school diploma required, higher level degree desired

Work Experience:

• IT Experience: 3 years needed; 5 years preferred
• MSP Experience: 1 year needed; 2 years preferred
• Use of PSA/Ticketing system

Additional knowledge, skills, and responsibilities:

• Ownership of assigned tasks
• Coordination of service via phone and email using our PSA system
• Being able to adapt and learn quickly
• Ability to develop relationships with clients and internal staff
• Follow process and identify possible improvements
• Time management skills
• Exceptional written and verbal communication skills
• Knowledge and experience with Microsoft Server and PC products
• Knowledge and experience with networking principles
• High level PC hardware and PC operating system troubleshooting skills

Preferred knowledge, skills, and competencies:

• Certifications: A or Network preferred
• Use of documentation platform

HR Information:

• Salary $46,000-$55,000, negotiable with experience
• Medical benefits
  • 75% of employee portion paid by employer; option to add spouse/family at additional employee cost
  • 100% of employee dental paid by employer
• 120 hours of PTO
  • Plus 10 paid holidays
  • And your birthday
• Simple IRA with company matching
• This is an in-office role with the ability to work from home one day per week
• Company provided shirts & laundering