Helpdesk Technician - Fully Remote in Maryland

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Remote Type

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The Helpdesk Technician (HT) is responsible for serving as a first point of contact for Protocall Services users seeking technical assistance, and the triage/escalation of service requests to other IT Team members. This position reports to the IT Director. Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment. During times of stress, this includes but is not limited to staying focused on work tasks and productively using time and energy, presenting a positive disposition, maintaining constructive interpersonal relationships and developing and maintaining appropriate self-care strategies to alter conditions that create stress and to sustain physical and mental health. Typical Duties: The Helpdesk Technician’s principal responsibility is to respond and support Protocall’s Helpdesk Ticketing processes and ongoing care and support of all IT related initiatives. Typical duties may include:

• Process Service Requests to resolution or escalate to other IT Team members using ConnectWise Manage within required timelines
• Record events/problems and their resolution in ConnectWise Manage
• Answer queries on basic technical issues and offer advice to solve them
• Provide helpdesk and technical support either by phone or remote access
• Respond to IT issues; hardware maintenance, software, networking, etc. within required timelines
• Assist in troubleshooting for system errors
• Assist with the, implementation, and support of new software and features
• Identify and suggest possible improvements on procedures
• Set up equipment for new users and employees
• Support and administration of all IT related systems and databases
• No need to view PHI or access Proteus as part of normal job duties. May have inadvertent access to PHI in the course of performing IT support and administration functions.
• Performs other duties as requested

This position will require excellent communication and time management skills; the ability to hold several on-going projects and tasks in varying degrees of priority; awareness of the channels of escalation and when to consult. Work will vary from long-term projects to quick and effective tasking. The ability to both work independently and in collaboration with others, as well as comfort with ambiguity will serve this position well.

High school degree or equivalent; bachelor’s degree in computer science, information systems, or behavioral health related field preferred

Proven experience as a help desk technician or other customer support role

Tech savvy with working knowledge of office automation products, databases and remote control

Good understanding of computer systems, mobile devices and other tech products

Ability to diagnose and resolve basic technical issues

Excellent written and verbal communication skills