Job Description

The role of a Versatile Tier I Help Desk / End User Support Specialist is to provide software and hardware support and resolutions to end users by performing question/problem diagnosis and guiding users through step-by-step solutions. In this position, you must be able to clearly communicate technical solutions in a user-friendly and professional manner. This position requires a highly motivated self-starter with strong problem solving skills. Must be able to manage service calls with flexibility, while possessing superb customer service skills.

 

Responsibilities include, but are not limited to the following:

  • Troubleshoot problems remotely using 3rd party remote access tools;
  • Diagnose and resolve customer problems relating to hardware, software and networking;
  • Effectively communicate solutions to end-users;
  • Support end-users in the use of a wide range of hardware and software applications as needed;
  • Develop and nurture client relationships;
  • Answer client technical queries;
  • Assist the team in managing, monitoring, and maintaining the internal IT infrastructure (such as SLA’s, average ticket age, average call wait time, etc.);

Key Skills and Behaviors

  • Able to provide outstanding, customer-facing, end-user support via phone and remote desktop, preferably in the health care industry;
  • Excellent oral and written communication skills with strong attention to detail;
  • Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a busy environment;
  • Strong organizational, interpersonal, analytical, and problem solving skills;
  • Capable of coordinating multiple tasks, responding to changing priorities, and reacting to short deadlines through use of the internal ticketing system;
  • Proficiency with various hardware and software equipment and operating systems;
  • Ability to work in a team-oriented, collaborative environment, sometimes virtually;
  • Ability to master new computer technology with willingness to gain additional IT certifications as necessary.

Education & Experience

  • Bachelor’s Degree with a technology major and MCP (Microsoft Certified Professional) or equivalent;
  • Minimum of 2 - 4 years’ recent experience in a customer-facing technical support role;
  • Windows Client O.S. – Windows 10, Windows 8.1, and Windows 7
  • Windows Server O.S. – Server 2019, Server 2016, Server 2012, Server 2008
  • Basic Networking Experience – Understanding LAN/WAN, DHCP, DNS, ACTIVE DIRECTORY
  • Infrastructure Support of Routers, Switches and Wireless Access Points; CISCO Meraki experience is a plus!
  • Relevant knowledge of Microsoft Office and basic troubleshooting abilities
  • Proven Customer Service Skills are a MUST

 

Contact Info

Qualified candidates to send resume, shift preference and salary requirements to: careers@weareversatile.com.

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