Helpdesk Technician I

Helpdesk Technician

Pay Range : $23 / hour to $24 / hour

Position Summary

The Helpdesk Technician I position is responsible for providing first level support for all IT support requests, which includes hardware and software troubleshooting as well as recording, tracking, and following up on the status of each IT support ticket. This position is on a 24x7 OnCall rotation schedule.

The Helpdesk Technician I position will handle confidential information, as well as create and keep various department / operations reports / records. The Helpdesk Technician will also work in the field with frontline staff to identify and troubleshoot network connectivity issues.

Duties & Responsibilities :

Helpdesk Support

1. Provides first level helpdesk / desktop support, maintaining a high degree of customer service.

2. Reviews all IT support tickets, tracks their process, and updates all relevant information including resolutions that are descriptive for future reference.

3. Maintains department SLA's for all IT tickets, including response time and resolution time.

4. Takes ownership and is proactive when dealing with user issues.

5. Identifies and escalates situations requiring urgent attention.

6. Troubleshoots Smartphones.

7. Provides remote IT support, including over the phone and traveling to remote offices.

8. Troubleshoots printers and copiers.

9. Assists with meeting setups in conference rooms as needed.

10. Assists with software / hardware upgrades.

11. Maintains and updates IT documentation, including inventory, knowledgebase, etc.

12. Manages all user accounts including 3rd party applications.

13. Participates in on call rotation schedule.

14. Participates in remote office visits.

15. Manage IT Asset Inventory.

16. Responsible for imaging, setup, configuration, and issuance of laptops and workstations.

17. Replaces and upgrades outdated hardware.

Other Responsibilities :

1. Collaborates and trains with team members to serve as overflow and / or absentee backup.

2. Performs all duties and responsibilities in compliance with our client's policies and procedures, safety guidelines, and regulations as outlined in the Code of Federal Regulations, and other applicable federal, state, and local laws.

3. Performs quality control practices as defined by the policies and procedures.

4. Supports the organization's Standards of Professional Conduct as outlined in the company's policies and procedures, and the mission, vision, and values.

5. Reports to work on time; must contact primary manager(s) if running late or not able to report to work.

6. Maintains confidentiality of all information, including information related to all donors, clients, vendors, processors, physicians, ME / Coroner offices, and company data for all departments and at all levels.

7. Accepts deliveries, alerts recipients, and / or routes the deliveries to the appropriate person / area.

8. Initiates calls for all department equipment repairs and / or service call; including but not limited to office photocopiers, postage meter machines, and other equipment as necessary.

9. Displays a consistent, professional degree of communication skills in person, on the phone, by e-mail, and letters to internal and external communications.

10. Attends annual hazard communication and control safety training sessions for Cal-OSHA, contract processors, and all other training programs required or determined by the management of IT.

11. Follows the rules regarding personal attire outline in the company's Policy and Procedure.

12. Performs other duties and projects as assigned.

Secondary Job Functions : (Although the following job functions have been identified as "secondary", any employee capable of performing the "secondary" job functions is expected to do so.)

1 Supports the mission of the company and serving its Donor Families. 2. Maintains a neat and organized workstation and environment. 3. Attends all department meetings as required and participates on committees as needed. 4. Maintains professional growth and development through continuing education and in-service meetings. 5. Ensures compliance with local and state fire and safety codes.

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