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Helpdesk Support
Helpdesk SupportTek Ninjas • Green Valley, CA, United States
Helpdesk Support

Helpdesk Support

Tek Ninjas • Green Valley, CA, United States
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Job Title : Helpdesk Support

Location : Green Valley, CA, 94534

Duration : 3 Months Contract

Shift Timing : 8 : 00 AM 5 : 00 PM

Job Summary :

  • Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization.
  • Analyze calls to develop an understanding of the nature, importance, and urgency of the problem.
  • Accurately document calls and / or service requests in a problem-tracking database system.
  • Personally resolve called-in problems or assign those problems to the appropriate in-house staff member or outside vendor.
  • Assign appropriate due dates and track problem calls using an Incident Management application to ensure timely solutions.
  • Follow up with users to ensure satisfaction with the quality and timeliness of service provided.
  • Perform Computer Operations tasks necessary to ensure system availability and data integrity for many business-critical systems and applications.
  • This position requires technical aptitude, experience with a wide range of PC and network-based information systems, and excellent problem-solving skills.
  • Excellent oral and written communication skills are necessary to effectively work with computer users, IT staff, and vendors.
  • The Helpdesk Support I incumbent will provide and promote superior customer service at all times.

Job Responsibilities :

  • Answer all Helpdesk calls and log them completely into the Incident Management application.
  • Spend approximately 90% of the workday on the phone, available to receive customer calls, create trouble tickets from the Helpdesk email queue, and monitor Self-Service requests.
  • Ensure customer contact information is current in the Incident Management system.
  • Provide answers to simple, frequently asked questions.
  • Update and maintain the knowledge base as needed.
  • Analyze and resolve calls remotely when possible.
  • Triage calls, assign trouble ticket numbers, and route tickets to the appropriate support staff if unable to resolve.
  • Manage problems / requests by escalating according to procedure, following up with support staff, logging resolutions, confirming customer satisfaction, and closing calls.
  • Monitor Helpdesk email and voicemail hourly as defined by departmental policies and procedures.
  • Recommend and participate in implementing changes to policies, procedures, and PC standards to improve efficiency and cost-effectiveness.
  • Manage end-user desktops remotely.
  • Maintain the asset management database according to department policy for all IT-maintained hardware.
  • Assist with change practices for desktop software and hardware, including evaluation, testing, and implementation of new or upgraded systems.
  • Perform occasional fieldwork such as replacing phone cords, clearing printer errors, or reconnecting equipment.
  • Perform other duties as required.

    • Required Skills & Experience :

  • Minimum of 2 years of experience working on PCs, networking, Computer Operations, or Help Desk support.
  • Proven customer service skills with demonstrated ability in these areas.
  • Strong technical, analytical, and organizational skills.
  • Ability to organize, prioritize, and manage multiple tasks under pressure while maintaining a positive and professional manner.
  • Demonstrates the True North values consisting of :

    • Nurture / Care

  • Own It
  • Respect Relationships
  • Build Trust
  • Hardwire Excellence
  • Commitment to service excellence, including professionalism, customer focus, compassion, strong listening skills, and a warm demeanor.
  • Consistently exhibits empathy, optimism, resourcefulness, and cultural competency in interactions with others.
  • Extremely open to learning new technologies and collaborating in a team environment.
  • Proven track record of professionalism and understanding of healthcare IT complexities.
  • Strong verbal and written communication skills with employees and vendors while promoting superior customer service.
  • Must present a professional image at all times.
  • Demonstrates reliability and punctuality by adhering to attendance and performance standards.
  • Ability to work under pressure with speed and accuracy.

    • Required Education :

  • Associate's Degree in Computer Science

    • OR

  • Four (4) years of equivalent work experience

    • OR

  • Two (2) years of experience at NorthBay in an IT assistant role performing the same job duties as Helpdesk Level I without assistance.
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    Helpdesk Support • Green Valley, CA, United States