Job Description

Job Description

Job Description

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.

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