Associate IT Service Desk Technician (After Hours)

ChenMed - Miami, FL

Full-time - Entry Level

Miami, FL

Ambulatory Health Care Services

About the position

The Associate IT Service Desk Technician (After Hours) plays a crucial role in providing technical support to enterprise end-users, both remotely and face-to-face. This position is designed for individuals who are innovative, entrepreneurial-minded, and possess a strong work ethic. The technician will serve as the first point of contact for customers experiencing technical issues, handling inquiries via phone, email, or notifications from the service management tool. The role requires effective communication skills to understand problems and explain solutions clearly to users. In this entry-level position, the technician will work closely with senior team members to implement predefined processes and ensure a high level of customer service. The responsibilities include performing initial triage on customer issues, escalating problems to appropriate teams when necessary, and keeping customers informed about the status of their inquiries. The technician will also be responsible for repairing, installing, managing, and supporting personal computer hardware and peripherals, as well as providing Tier 1 support for mobile devices such as iPhones and Androids. The technician will follow the Tier 1 process and documentation requirements for all tickets processed, install and upgrade company-wide applications on workstations, troubleshoot technical support for VPN users, and educate end users on how to utilize the company's software effectively. Additionally, the technician will monitor the helpdesk for tickets assigned to the queue and prioritize them based on urgency. This role may also involve performing other duties as assigned by the manager.

Responsibilities

• Serve as the first point of contact for customers by phone, email, or notifications from the service management tool.
• Provide initial triage work on customer issues, clearly defining the problem and determining the appropriate response.
• Escalate customer issues to appropriate teams as required to resolve the problem.
• Handle customer issues, keeping the customer up-to-date with progress and answering any questions they may have.
• Repair, install, manage, and support personal computer hardware and peripherals.
• Follow the Tier 1 process and documentation requirements for all tickets processed.
• Provide Tier 1 support for mobile devices such as iPhones and Androids, including configuration and email sync.
• Install, repair, and upgrade company-wide applications on workstations.
• Troubleshoot technical support for VPN users, install and configure printers and scanners.
• Educate end users on how to use the company's software.
• Assist all users with questions, applications, and/or problems.
• Monitor helpdesk for tickets assigned to the queue and process based on priority.
• Perform other duties as assigned and modified at manager's discretion.

Requirements

• High school diploma or equivalent required.
• BA/BS degree in Information Technology or a related field preferred.
• A minimum of 1 year of work experience in IT or related field preferred.
• Entry level IT certifications (A+, Network+, etc.) preferred.
• Knowledge of computer hardware and major software applications such as Microsoft Office.
• Knowledge of basic networking concepts.
• Basic knowledge of General Windows client OS (e.g. Windows 8/10) and OS related troubleshooting.
• Excellent customer service skills.
• Good organizational and prioritizing skills.
• Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint, and Outlook.

Nice-to-haves

• Ability and willingness to travel locally, regionally, and nationwide up to 10% of the time.
• Spoken and written fluency in English.

Benefits

• Comprehensive benefits package.
• Career development and advancement opportunities.
• Great work-life balance.