It Help Desk Support Technician

IT Help Desk Support Technician
(10:00am-6:30pm M-F with bi-weekly weekend and overnight on-call coverage)

Looking to take your career to the next level? We have an immediate opportunity for an ITHelp Desk Support Technicianwho will play a key role in providing Tiers 1 & 2 support for American Health Connection. This is a regular, full-time position located on-site at our Beverly Hills corporate office, 8484 Wilshire Blvd. Beverly Hills, CA, 90211 (paid parking).

Who We Are:

American Health Connection (AHC) is the healthcare industry’s only all-inclusive, full-service, virtual central scheduling and patient communications services. Since 2009 AHC has been offering a wide range of patient call center services designed to dramatically improve both patient and physician satisfaction. For more information, visit our website at www.AmericanHealthConnection.com

Overview:

The Help Desk Support Technician will play a key role in providing Tiers 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed.

Shifts:

10:00am - 6:30pm PST Monday-Friday

(Bi-weekly weekend and overnight on-call coverage)

Responsibilities:

• Provide technical support for all levels of staff and end-users.
• Interact with users via phone, e-mail, and IM/chat to resolve issues in the most efficient manner.
• Work within a centralized ticketing system to respond to users and document pathways to resolution.
• Provide support for PC users, including office and remote employees.
• Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.
• Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.
• Maintain call records, notes, and logs, and record resolution details.
• Install and configure workstation, telephony, video, and mobile hardware/software as required.
• Maintain hardware and software inventory.
• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.

Requirements:

• Excellent communication, documentation, and customer service skills.
• Ability to work effectively both individually and as part of a team.
• 2+ years of experience providing IT support, including Windows Server maintenance.
• Advanced competency in Microsoft applications including Word, Excel, and Outlook.
• Basic understanding of network infrastructure, including routers, switches, and firewalls.
• Basic understanding of Windows Servers, including Active Directory.
• Knowledge of VOIP systems and Linux will be considered a plus.

Location:

8484 Wilshire Boulevard, Beverly Hills, CA 90211 (Free Parking)

Benefits:
Medical, dental, vision, life insurance, 401(k) with company match, and much more!

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• On call
• Overnight shift
• Rotating weekends

Application Question(s):

• Are you available to work bi-weekly weekend and overnight on-call coverage?

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Required)
• Active Directory: 1 year (Required)
• Microsoft Windows Server: 1 year (Preferred)

Work Location: In person