Htc Global Services - Troy, MI
posted 2 months ago
Full-time - Mid Level
Troy, MI
Professional, Scientific, and Technical Services
About the position
The Technical Support Technician at HTC Global Services serves as the IT Concierge Desk Staff, providing essential support to clients in the Healthcare IT and Research Industries. This role involves responding to customer queries, troubleshooting technical issues, and ensuring a seamless user experience through effective communication and problem-solving skills. The position offers opportunities for career advancement while working with emerging technologies and collaborating with expert teams.
Responsibilities
- Responding to customer support queries via phone or remote access.
- Perform account unlocks and assist with password changes.
- Drive users to established support FAQs and self-service software portals.
- Provide a warm escalation to the Research Desktop team when the initial support window is close to being surpassed.
- Continual documentation of improvements in coordination with Research Desktop.
- Provide initial intake of reported issues or requests and hand off the ticket to the Research Desktop team.
- Diagnosing & troubleshooting issues with computer software, peripherals, and hardware, business & custom application issues, and basic network connectivity diagnostics.
- Installing and upgrading software systems.
- Provide follow-up with users within the first 24 hours of resolution.
- Troubleshooting Windows & macOS operating systems, while directing mobile issues to the mobility team.
- Provide basic intake of V.I.P or EA issues and route the ticket directly to Research Desktop.
- Utilize a pager in accordance with Research Desktop guidance.
- Having a working knowledge of client’s Research including pertinent building, labs, and processes.
- Attending client’s Research IT meetings as requested.
- Liaise with third-party software support and technology vendors as directed by Research Desktop.
Requirements
- Minimum 4+ years of experience in the Healthcare IT Industry or Research Industry.
- Minimum 4+ years of relevant experience pertaining to Workplace Services technologies.
- Evidence of good soft skills, particularly in handling VIP users or providing white glove services.
- Strong MacOS and Windows skills.
- Understanding of current business applications and features/benefits of current technology solutions.
- Excellent verbal and written communication skills.
- Excellent teamwork skills.
- Problem-solving skills, organizational skills, and the ability to exercise sound judgment in customer service scenarios.
- Bachelor's degree or equivalent practical experience.
Benefits
- Paid-Time-Off
- Paid Holidays
- 401K matching
- Life and Accidental Death Insurance
- Short & Long Term Disability Insurance
- Variety of other perks
