Help Desk Support Technician Tier 1

What's in it for you? Hospice offers a Robust Total Rewards Package.

• Employer 401k contribution regardless of employee participation, and match on employee contributions there after
• Health Insurance with vision component copayment plan, or high deductible plan (FT status)
• HSA with high deductible plan twice annual Employer contribution (FT status)
• Dental Insurance (FT status)
• Flexible Spending Account (FT status)
• Paid Time off PTO & NYS Sick Leave
• Tuition Assistance Program
• and much more!

Monday-Friday, 8am-4pm with on-call rotation

This entry-level IT position serves as a first point of contact for all staff who are seeking technology assistance from the IT department. This Help Desk Support Technician TIER 1 position has a primary scope of responsibilities which include managing end-user support requests through the HPCB IT Helpdesk and providing technical support to on related endpoint hardware, software, telecommunication and A/V equipment.

Essential Duties and Responsibilities:

• Manages Help Desk Support Requests (tickets) in a timely manner according to ITIL Service Desk Best Practices and processes including documenting, assessing, communicating, escalating, and resolving while providing exceptional customer service.
• Provices answers to customers by identifying problems, performing troubleshooting and root cause analysis, researching solutions, and guiding customers through corrective action steps.
• Responds to customer issues via phone, email, Microsoft Teams, remote control applications, taking full accountability for resolving issues until customer satisfaction.
• Provides full lifecycle management and support of Microsoft Windows 10/11 endpoints from initial acquisition, through imaging, deployment, ongoing updating (firmware/patches), and EOL decommissioning.
• Provides full lifecycle management of Mobile Devices (Apple iOS and Android) including utilizing AirWatch, Microsoft Intune for MDM management. This will include provisioning, deployment, ongoing support, and EOL decommissioning.
• Manges User Account requests (active directory & application) including password resets and MFA support.
• Helps to ensure proper Assest Management including updating inventory, performing audits.
• Provides installation and support for Microsoft Office 365, Microsoft Teams, as well as other specialty applications.
• Helps with managing Audio/Visual equipment and supporting meeting and presentation preparations.

Qualifications:

• Education/Certification
  • Required: High-School/GED
  • Preferred: Associate degree in computer science or related field
  • Preferred: A+ Certification or willingness to obtain within 1 year of initial onboarding (willing to train)
• Experience:
  • Required: 1 year of frontline service & support experience in a call center/customer service/end-user support position, preferably in an IT support context.
  • Required: 1 year minimum experience with Windows 10/11 (installation, operations, support and troubleshooting)
  • Required: 6 mos to 1 year of Mobile Device (iOS or Android) experience
  • Required: 6 mos to 1 year of Help Desk Ticketing experience