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Form of workWe are seeking an energetic individual to join our exciting company as a Help Desk Technician.
Job Summary:
The Help Desk Technician will provide first level technical support to end users with an emphasis on providing great customer service. Respond to quickly to telephone calls, tickets and emails for technical support. Document, track and monitor support requests to ensure a timely resolution following the SLA's.
The Help Desk Technician will have knowledge of commonly-used concepts, practices, and procedures typical within the information systems industry. The analyst will accomplish goals and pre-established guidelines by relying on instruction and established documentation.
Essential Duties and Responsibilities include the following:
• Basic knowledge of Microsoft Windows 8/10 & Microsoft Office 365.
• Must be able to install various applications.
• Shipping, receiving, asset tagging all hardware.
• Must be able to follow all guidelines, policies and procedures.
• First level support: Software and Windows troubleshooting, password resets, toner and basic printer/scanner maintenance and installation, basic hardware and software repair. Ability to assemble and dissemble PC setups.
• Processes all new requests and assigns requests to the proper queue.
• Must be able to determine, based on complexity and time on a support issue, when to escalate to the Help Desk Team Lead or others.
• Must be able to troubleshoot basic networking and hardware issues.
• Must be able to image and deploy laptops and desktops to the field and local Houston location.
• Answer support phone calls and emails in a timely manner.
• The ability to assist and complete IT Department projects.
Competency:
• Oral communication, requires a clear speaking voice, the ability to respond well to questions. Ability to address negative situations and resolve them in a positive manner.
• Excellent customer service skills required
• We are looking for a collaborative team player
Education/Experience:
Must have working knowledge troubleshooting application installations and building computers. Ideal applicant would have experience working with remote employees over the phone and using remote access tools.
Qualifications:
• Bachelor's degree preferred or equivalent experience
• 2-5 years of proven experience as a IT tech
• Excellent communication, decision making ability and customer service skills
• Time management and organization skills
• Understanding and appreciation of properly set expectations
• Team player, ability to work with the team
• Microsoft Windows and Office 365 proficiency
We touch every stage of the fertility life cycle-from egg donations and preservation to fertilization, pharmaceuticals, and even financing-making us well positioned to help patients build families regardless of what their unique journey looks like. Our diverse portfolio also enables us to offer exceptional opportunities for professional growth across several fertility-related specialties.
Inception offers fantastic benefits to our team (Family members):
- FREE employee only coverage option for the medical, dental and vision plans plus FREE basic life insurance, EAP and long-term disability insurance!
- Adoption assistance and fertility benefits
- Maternity and paternity/partner paid leave
- 401k with generous match
- 10 Company-paid holidays
- PTO starting at 18 days/year
- Family member recognition program
- Continuing education/professional development reimbursement and time off
- Family member referral program
- HealthJoy benefit concierge service and more!
