Help Desk Support I

Summary of Position: The Help Desk Support Specialist 1 position will require knowledge in basic computer troubleshooting as well as customer service principles to facilitate supporting CTC staff.

Essential duties include, but are not limited to:

• Respond to any level 1 IT support requests in a timely manner after being assigned.
• Enter requests for support into the ticketing system accurately and according to established processes.
• Monitor technical support web portal for new tickets assigned to level 1 support.
• Setting up desktop computers, laptops, and mobile devices.
• Coordinate deployment of IT equipment as needed.
• Resolve account unlock requests.
• Create new user accounts.
• Assist with keeping IT inventory current.
• Assign and route tickets to appropriate teams and establish priority according to established standards.
• Support VoIP phone system user phones.
• Provide appropriate remote first level support for end users according to existing IT department policies.
• Other duties as assigned.

Do you have experience in In-person customer service?, Do you have a High school diploma or GED?, * High school diploma or GED

• Experience troubleshooting workstation operating system errors and hardware compatibility issues.
• Proficient in the use and troubleshooting of desktop applications including Microsoft Office 365 and Adobe Acrobat.
• Must have exceptional communication skills compatible with a wide range of audiences.
• Experience in a medical environment highly desirable
• Attention to detail, flexibility, and accountability are keys to success in this role.
• Have a personal vehicle available to facilitate traveling to other sites to troubleshoot and resolve support tickets in person, if necessary.
• Eager to embrace differences among people and interact with internal staff as well as external contacts in a culturally competent and respectful manner.
• Be a team player and appreciate that you’re supportive of a group of dedicated individuals providing vital care to those in our community most in need.