IT Help Desk Technician- Tier 1

Job Description

Job Description

SUMMARY : The Help Desk Technician will primarily be responsible for the monitoring of the IT ticketing system, receiving calls in the IT department, tracking and resolution of IT related issues while escalating as necessary to the appropriate resource.

This individual will be an active contributor to the Help Desk in a strong customer service focused role, will take ownership of tickets and will be able to see issues through to the end.

The user may need to travel to different locations when needed.

DUTIES AND RESPONSIBILITIES :

• Actively maintain Help Desk ticket queue, ensuring a timely response to issues.
• Responds to and investigates end user inquiries, concerns, and issues via phone, e-mail, or ticketing system in a timely and courteous manner.
• Provide tier 1 and first contact support (remote or onsite), which includes receiving calls, opening and logging incidents and tasks, addressing issues that can be quickly resolved and routing / raising trouble tickets to the appropriate resource.
• Installing, configuring, diagnosing, repairing, troubleshooting, and upgrading Windows hardware.
• Strategically prioritize calls to ensure those that have a critical impact on the business are resolved first.
• Effectively communicates customer issues and concerns to all applicable internal staff members.
• Support multiple offices, users, and events.
• Communicate with software and system vendors for escalation of issues and follow up until resolution.
• Documents all contacts, actions, and responses in customer database.
• Maintains working knowledge of products and / or services.
• Prepares reports and correspondence as needed.
• Performs other related duties as assigned by management.

QUALIFICATIONS :

• Minimum of one-year related experience or equivalent.
• Associate degree- required.
• A+, Network +, Server+, MTA certifications preferred.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Must have clear understanding of networking concepts such as DNS, DHCP, Email, HTTP and TCP / IP protocols and applications.
• Proficient on Windows Operating System, Microsoft Office 365, and general Microsoft platform technologies.
• Knowledge of Active Directory.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Must be able to speak, read, write, and understand the primary language (English) used in the workplace.
• Bilingual skills required (Spanish and English).

PHYSICAL DEMANDS AND WORK ENVIRONMENT :

• Occasionally required to travel.
• Frequently required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Continually utilize visual acuity to operate equipment, read technical information, and / or use a keyboard.
• Occasionally required to lift / push / carry items up to 50 pounds.

COMPETENCIES :

Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service;

Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills- -Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting;

Keeps emotions under control; Remains open to others' ideas and tries new things.

• Teamwork Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback;
• Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives;

Supports everyone's efforts to succeed.

Professionalism Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;

Accepts responsibility for own actions; Follows through on commitments.

• Attendance / Punctuality Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments;

Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Our team members enjoy a competitive compensation package. Benefits include :

• Medical, dental, vision, life, and disability insurance
• 401(k) and profit sharing
• Flexible schedule

ABOUT US : KIDZ Medical Services (KIDZ) is a private, physician-owned and university affiliated medical group specialized in providing pediatric, neonatal and obstetrical healthcare.

KIDZ is proud and privileged to have served the South Florida community since 1988, in partnership with the leading health systems in our region.

KIDZ is committed to providing high quality, cost-effective, and compassionate medical care using evidence-based tools, a proficient level of training and education, clinical research, and state-of-the-art medical technology.

Our team provides services throughout the continuum of care, both in hospital and office-based settings across 15+ pediatric subspecialties.

Please visit our website at www.kidzmedical.com for more information on our services.