Job details

Sr Help Desk Technician

POSITION SUMMARY:
This position provides technical support to all employees, providers, interns, temporary staff and contractors at all of our locations across the State of Ohio as well as our locations in Dallas Texas. This support may consist of both hardware, software and network trouble shooting and problem resolution. The Help Desk Technician is to research and follow-up on problems that may require additional resources.
SALARY: $58,700-$73,300
ESSENTIAL JOB FUNCTIONS:
Essential functions of the job include, but are not limited to, typing, reading, utilizing a telephone, utilizing a computer or server, conducting research, attending meetings, interacting with others, coordinating multiple schedules and documenting steps for problem resolution.

MAJOR AREAS OF RESPONSIBILITIES:

Provide first and second level technical troubleshooting skills to resolve general internal Equitas Health system support issues via telephone, chat, remote communication tools as well as in person
Ensure all assigned tickets are resolved in an efficient, timely and customer friendly manner
Appropriately document customer interactions within each assigned help desk ticket
Apply diagnostic tools and skills to aid in troubleshooting and resolving issues
Test fixes to ensure problem resolution and customer satisfaction
Perform preventative maintenance on endpoint devices as required
Log all support calls into the call tracking system
Work with Help Desk Manager to communicate software issues
Follow-up with callers to ensure customer satisfaction
Maintain appropriate inventory documentation and update as changes occur
Remove viruses and communicate with staff regarding potential risks
Adhere to Equitas Health Confidentiality Policy
Other technology projects and tasks as assigned by supervisor
Resolve issues and/or assign or notify appropriate resource
Work on special help desk projects as required
Track and document regular daily activities and project status
Adhere to Equitas Health Confidentiality Policy
Create and manage users in various systems
Maintain IT stock and report to Help Desk Supervisor
Manage MFA and run regular MFA Reports
Audit security camera users and accessibility at least monthly
Update the content on Mission Central as requested
Maintain the backend infrastructure and configuration for Mission Central
Update external websites as required or at least on a biweekly basis
Ensure external website are successfully backed up daily
Lead large help desk based projects assigned
All other tasks as assigned by the Help Desk Manager

EDUCATION/LICENSURE:

Bachelor’s degree in Technology preferred

Knowledge, Skills, Abilities and other Qualifications:

A+ certification required
Minimum five years of Help Desk Technician experience required
Strong oral and written communications abilities
Experience with and ability to provide high quality customer service
In-depth knowledge of Windows 10 and the MS Office suite of products required
Knowledge of and ability to troubleshoot printers in a Windows environment required
Basic understanding of network communication and connectivity required
Working knowledge of wireless networking required
Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence in working with persons of color, and gay/lesbian/bisexual/transgender community
Must be able to maintain individuals’ confidentiality
Willingness to travel as necessary to Equitas Health locations and/or end-user residences as necessary
The Help Desk Technician is expected to have reliable transportation, driver’s license and proof of auto insurance required to facilitate occasional travel for on-site support needs. This role requires readiness to travel to different office locations across the state and, on rare occasions, to end-user residences to provide direct technical assistance. The ability to mobilize quickly and provide off-site support is essential for ensuring the continuity and effectiveness of our IT services. Mileage and travel-related expenses will be reimbursed according to the organization's travel policy.

OTHER INFORMATION:

Background and reference checks will be conducted. In accordance with Equitas Health’s Drug-Free Workplace Policy, pre-employment drug testing will be administered. Hours may vary, including working some evenings and weekends based on workload. Individuals are not considered applicants until they have been asked to visit for an interview and at that time complete an application for employment. Completing the application does not guarantee employment. EOE/AA

Equitas Health Glassdoor Company Review

3.1

Equitas Health DE&I Review

3.5

CEO of Equitas Health

David Ernesto Munar

Approve of CEO

Average salary estimate

$66000 / YEARLY (est.)

min

max

$58700K

$73300K

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