Help Desk Specialist I

Nuvodia offers workplace flexibility, excellent benefits and competitive compensation packages. Nuvodia was recognized as one of the Top 20 Best Places to Work in the Inland Northwest!

The Help Desk Specialist I is a Full-time, Regular position working Monday-Friday, daytime hours in Spokane Valley, WA. First 90 days required onsite with possibility for hybrid work after first 90 days is complete.

Summary: As the initial phone contact for clients, the help desk employee collects detailed information and prioritizes service requests in order to determine resolution or a method of escalation.

General Description: The Help Desk Specialist I must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.

Essential Duties:

• Enters, prioritizes, and escalates service tickets via the ticket system.
• Maintains professional positive attitude that communicates our brand to our clients.
• Works directly with customers, via the phone, onsite, and online, to provide services and help resolve computing problems.
• Responds promptly to customer needs, escalates difficult customer situations, and solicits customer feedback to improve service.
• Loads appropriate PC software packages such as operating systems, networking components, and office applications.
• Resolves general IT problems (PC hardware, PC software, etc.) within SLAs.
• Monitors queue e-mail request folders.
• Provides support and/or coverage to meet queue needs based on department needs and team availability.
• Availability to work the after-hours on call schedule as needed.

Occasional regional travel, weekend work and on-call rotation will be required.

General Duties and Responsibilities:

• Ability to maintain strict confidentiality.
• Honest, pleasant manner, and good personal hygiene.
• Free of alcohol and drug abuse.
• Valid state driver’s license and proof of insurance.
• Excellent communication and interpersonal skills.
• Detail oriented, ability to multi-task, organized, and able to work in a fast-paced environment.
• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Rotates to other shifts and locations as needed
• Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location.

Supervisory Responsibilities: There is no supervisory responsibility in this position.

Advocacy: Treats all clients with dignity and respect, provides excellent customer service, conforms to Joint Commission and HIPAA regulations, complies with PHI (Protected Health Information), demonstrates the Nuvodia values by knowing and understanding the mission, values and goals. Values: Authenticate Connections, Ownership Mentality, Continuous Growth, and Enduring Results

Qualifications:

Education: Associates Degree in related field or equivalent experience

Experience: One year of related experience including

• Technical helpdesk experience preferred.
• Experience with PC, Network and Microsoft Technology
• Experience with healthcare applications preferred
• Knowledge of PC Hardware/Software engineering
• Previous experience working for a Managed IT Services (MSP) preferred

Computer Skills: Experience with the following computer applications is highly desired:

• ConnectWise Manage or like professional services automation (PSA) tool
• ConnectWise BrightGauge or like business intelligence (BI) tool
• IT Glue or like knowledge base tool
• n-Able N-Central or like remote management and monitoring (RMM) tool
• Microsoft Products: Excel, PowerPoint, SharePoint, Word, Visio

Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.

Benefits Include: Employees can enroll in medical and dental insurance and are covered by basic vision and life insurance. Employees are able to enroll in our company's 401k retirement plan and will receive paid vacation, sick, and personal leave, paid holidays and quarterly profitability bonus eligibility.

Job Type: Full-time

Pay: $17.73 - $28.50 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Technical support: 1 year (Required)

Ability to Commute:

• Spokane Valley, WA 99216 (Required)

Ability to Relocate:

• Spokane Valley, WA 99216: Relocate before starting work (Required)

Work Location: Hybrid remote in Spokane Valley, WA 99216

Salary : $18 - $29