It Helpdesk Support Technician

Job Description

Position: IT Helpdesk Support Technician

Department: Finance and Administration

Reports to: VP of Finance and Administration

SUMMARY AND DETAILS OF POSITION

Reporting directly to the VP of Finance and Administration, the Help Desk Support Technician manages service tickets for all QLHC staff and key vendors for Mac and Windows desktops, laptops, wireless devices, and telecom systems. The primary task of this position will be to troubleshoot and resolve endpoint issues, install and support approved software, manage all activity to the policy and procedures, and assist with the day-to-day operations of supporting IT related support requests.

The secondary task of this position is to manage the outsourced IT Helpdesk solution, initiate updates and improvements of VPN and monitoring software, manage the setup and shutdown of all new hire and employment termination requests, and manage the computer capitalization inventory.

Principle Responsibilities

• Provide day-to-day delivery and technical support for end-users of desktop applications, approved SOS Software, telephones, handheld email devices, printers, and computer hardware.
• Support migration to Microsoft from Google environment.
• Manage onboarding and offboarding activity including, but not limited to, software setup, computer assets setup, logistics of computer and other asset shipment, and ensure computer inventory is up to date.
• Manage computer asset inventory and disposal of assets to policy.
• Supports Windows and Mac desktop OS.
• Provides timely resolution of end-user problems in an accurate manner.
• Diagnoses and troubleshoots computer and general network issues.
• Provide support for field personnel remote communications and connectivity.
• Basic administration of phone systems and other SOS services.

• Work closely with cross-functional teams to ensure effective collaboration and alignment with partners and will be responsible for driving successful execution of partnership objectives.
• Ensure all cyber security and software implementation is in compliance with policy and procedures.
• Monitor activity on VPN and DUO to ensure compliance of the Cyber Security policy.
• Monitor and manage operating system updates on all systems.
• Manage Cyber Security trainings are completed within policy.

Required Experience

• 2- 6 years of experience working in Helpdesk, Desktop support in a fast-growing startup environment.
• Knowledge of Windows and Mac environments and computer hardware and software at an intermediate level.
• Experienced in remote customer support including wireless LAN access, VPN, 2 step authorization systems.
• Experienced in supporting smartphones (Droid, iPhone, and iPad).
• Experienced in supporting all levels of seniority in the organization, including remote team members. Support team members who travel to sites.
• Excellent customer service skills, strong attention to details with excellent follow up.
• A professional attitude, providing outstanding and friendly client services, is critical.
• Excellent troubleshooting and communication skills. Deep understanding of system and software management.

Preferred Education

• Bachelor’s degree in information technology

Other Preferred Skills

• Enthusiastic, confident, and dedicated to work in a cross-functional team setting involving clinical and translational research, contract negotiation, legal and other groups.
• Ability to lead, influence and motivate others. Ability to manage vendor resources.
• Able to distill complex issues and clearly articulate solutions.
• Ability to demonstrate effectiveness and growth in a fast-paced and dynamic environment.
• Occasional travel required.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national orgin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.