Help Desk Technician, Tier 1

The Tier 1 Help Desk Technician is responsible for providing first-level technical support to end-users. This role involves troubleshooting hardware and software issues, responding to service requests, and escalating more complex issues to higher-level support as necessary. The ideal candidate will have strong communication skills, a customer-centric approach, and a basic understanding of IT systems and networks., * Provide first-line support to end-users for computer, application, system, device, and access issues.

• Set up new user accounts, permissions, and passwords, including imaging new computers for deployment for new users.
• ITSM Toolset Usage: Familiarity with using the ITSM toolset to manage and track incidents and service requests.
• RMM (Remote Monitoring and Management): Administer support and monitoring through the RMM tool.
• Technical Support: Provide technical support via phone, email, voicemail, instant messaging, and remote software.
• PSA: Monitor ticket queues for incoming support requests. Create tickets as needed for incoming calls, chats, and emails.
• SOP Maintenance: Participate in
• Customer Service: Always be ready to help each customer to the best of your ability. As well as following every issue through to the end.
• Stay current with the latest technologies and best practices for IT support.
• All other duties as assigned, * Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
• Respect for Others - Treats patients, physicians, and colleagues in a professional, respectful, compassionate manner.
• Respect for Privacy - Handles all patient, company, and staff information in a confidential manner compliant with all state and federal regulations and the APC Code of Conduct.

• Project Management

  Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget.

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Microsoft Office Suite or related software.
• Strong supervisory and leadership skills.

Education and/or Experience Requirements

• 2+ years’ experience in a desktop support or IT support role preferred
• Software Knowledge: Strong knowledge of Microsoft Office Suite and related software.
• Operating Systems: Extensive experience with Microsoft operating systems.
• IT Security: Understanding of IT security concepts.
• Familiarity with common IT support tools and methodologies.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Familiarity with AllScripts and/or eClinicalWorks or similar are advantageous., To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Standing and/or walking 50% of time
• Sitting 50% of the time
• Occasional lifting, climbing, carrying, stooping, kneeling, crouching, and reaching., * Associate (Preferred)

Experience:

• Desktop support/ IT Support: 2 years (Preferred)
• EMR systems: 1 year (Preferred)

Ability to Commute:

• Atlanta, GA 30326 (Required)

Willingness to travel:

• 50% (Preferred)

Pulled from the full job description 401(k) Health insurance 401(k) matching Paid time off Vision insurance Health savings account Dental insurance, Included for all full-time positions

• Medical, Dental, and Vision Insurance
• Paid Time Off
• Paid Holidays
• Matching 401K plan
• Other, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

We’ve been treating pain effectively through minimally invasive techniques since 1992. At American Pain Consortium (APC), our mission is to empower our providers, including board-certified pain management physicians, with exceptional patient care. We are driven to deliver a national platform for like-minded interventional pain providers seeking to help patients find symptom relief and lead a better quality of life. We invest in the people, processes, systems, credentials, and facilities that consistently yield exceptional medical, operational, and financial outcomes. Our footprint includes clinic and ambulatory surgery centers throughout Indiana, Ohio, and Kentucky.

As an employer, we help our team to reach their maximum professional potential and create an environment conducive to our shared success. Our “why” centers around our 7 inspirations: the pursuit of excellence, empathy in everything we do, a culture of collaboration, open communication, creating a space for belonging, and ongoing innovation, which yields the result of bringing value.

What do we do?

Our goal at American Pain Consortium is to support our clinics that help patients seeking relief from pain, numbness, and tingling sensations that are often related to neuropathic pain or neuropathy, among many other forms of chronic pain. Even patients who have tried other pain treatments without success often benefit significantly from safe, effective treatment at American Pain Consortium. Our clinical multidisciplinary approach to care delivers the correct intervention to every patient, every time through various pain management procedures including injections, open surgical cases with general anesthesia, physical therapy, and psychological services. Our Providers focus on helping individuals improve functionality to restore a more meaningful lifestyle.