IT Helpdesk Support Technician

The IT Helpdesk Support Technician is responsible for providing first-level technical support to end-users. This role involves troubleshooting hardware, software, and networking issues, as well as offering guidance and support for IT-related problems. The technician will work closely with the IT team to resolve issues efficiently and escalate complex problems when necessary.

Responsibilities:

• Technical Support: Provide support to employees by diagnosing and resolving hardware, software, and network-related issues via phone, email, or in person.
• Troubleshooting: Identify and troubleshoot technical issues, including operating system errors, application failures, and connectivity problems.
• Ticket Management: Log, track, and update support tickets in the Helpdesk system, ensuring issues are resolved in a timely manner.
• System Configuration: Assist in the installation, configuration, and maintenance of software and hardware systems.
• User Account Management: Help with user account creation, password resets, and permissions management.
• Documentation: Maintain detailed records of technical issues, resolutions, and IT assets. Update support documentation and user guides to improve self-service.
• Escalation: Escalate unresolved or complex issues to higher-level technical teams when necessary.
• Training: Assist with onboarding new employees by providing training on IT systems, software, and best practices for using company tools.
• System Monitoring: Monitor the health and status of systems, networks, and applications to identify potential issues before they affect end-users.
• Software Updates: Ensure that systems are kept up to date with the latest software patches, updates, and security protocols.
• Customer Service: Provide excellent customer service, maintaining a positive and professional attitude when interacting with end-users.

Skills and Qualifications:

• Education: A high school diploma or equivalent; associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Experience:
  • 1-2 years of experience in an IT support role or similar customer service role.
  • Hands-on experience with Windows, macOS, and Linux operating systems.
  • Familiarity with networking concepts (TCP/IP, VPNs, DNS, DHCP) and hardware troubleshooting.

• Certifications: IT certifications (e.g., CompTIA A , Microsoft Certified Professional) are a plus.
• Technical Skills:
  • Proficiency in troubleshooting desktop hardware, printers, and peripheral devices.
  • Experience with common office productivity tools (e.g., Microsoft Office, Google Workspace).
  • Understanding of security protocols and safe computing practices.

• Soft Skills:
  • Effective communication skills, both written and verbal.
  • Ability to work under pressure and meet deadlines.
  • Excellent problem-solving abilities.
  • Strong attention to detail and organizational skills.
  • Customer-focused with an elevated level of patience and empathy.

Working Conditions:

• Location: Primarily office-based, with some remote support depending on company policies.
• Hours: Full-time, may include on-call shifts or weekend support during peak periods.
• Physical Requirements: May involve occasional lifting of IT equipment, standing for extended periods, and travel to other office locations for support.

Equal Employment Opportunity
Sonder Health Plans is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Sponsorship in US
Must be eligible to work in the U.S. without Sponsorship

Salary Range; $21.00 - $26.00 Per Hour