Help Desk Technician

$21,840 - $38,000/Yr

Harris Healthcare - Carrollton, GA

Full-time - Entry Level

Remote - Carrollton, GA

Ambulatory Health Care Services

About the position

Eagle Advantage Solutions (EAS) is seeking a Help Desk Technician to join their team in Carrollton, Georgia. This role involves providing Level 1 and Level 2 IT support for proprietary software and hardware used by law enforcement, education, and airline customers. The position requires a dynamic approach to problem-solving and customer service, with opportunities for telecommuting after an initial training period.

Responsibilities

• Answer customer telephone calls and e-mails.
• Enter customer issues into a ticketing system.
• Escalate unresolved problems to senior technicians, supervisors, or engineers.
• Learn, install, test, and troubleshoot the company's proprietary software and related databases.
• Resolve basic problems related to computer hardware and peripherals, common software applications, and Windows operating systems.
• Collaborate with team members and other departments to resolve problems or complete special projects.
• Assist customers from home as part of a paid, after-hours, on-call rotation after gaining sufficient experience.

Requirements

• Experience or training in providing product support to customers or internal company end users.
• Proficiency with Windows 10/11, Microsoft Office (Word/Excel/Outlook), and common software applications.
• Ability to quickly learn new software, hardware, and procedures with little or no formal training.
• Ability to clearly convey complex information to technical or non-technical users.
• Superb speaking and listening skills with a courteous, friendly, and empathetic telephone manner.
• Good writing and note-taking skills with an understanding of business communication etiquette.
• Excellent organizational and multi-tasking skills.

Nice-to-haves

• 1-3 years' experience supporting software applications or computer systems in a technical role.
• Experience with ticketing systems and problem-escalation practices.
• Experience working with IP addresses, network file shares, and Windows user accounts.
• Experience troubleshooting and configuring Windows, PC hardware, printers, and other peripherals.
• Experience accessing remote PCs using tools like Remote Desktop, LogMeIn, AnyDesk, and Team Viewer.
• Experience working with or querying database systems such as Oracle, SQL Server, or MySQL.
• Formal classroom training or industry certifications in Information Technology or Customer Service.

Benefits

• Full time, hourly position with a starting base pay of $32-$38k per year.
• Potential to earn weekly overtime, annual bonuses, and annual pay raises.
• Generous paid time-off (10 holidays, five personal days, and three weeks of vacation).
• Excellent employer-sponsored insurance plans (Health, Dental, Vision, Disability, and Life).
• 401(k) retirement plan with company match.
• Wellness program and Lifestyle rewards perk ($325 per year).
• Informal, tight-knit, casual-dress work environment with free snacks in the breakroom.