Onsite Help Desk Technician Tier 1

Clifford Beers Community Health Partners • Remote (New Haven, Connecticut, United States) • 4d ago

Job Details

Marne Street Hamden - New Haven, CT

Hybrid

Full Time

2 Year Degree

$45,000.00 - $60,000.00 Salary/year

Nonprofit - Social Services

IT Help Desk Specialist

Responsibilities:

Security & Privacy by Design and Default.
Respond to requests for technical assistance in person, or via remote control, phone, chat, or email.
Diagnose and resolve technical hardware and software issues; research questions using available information
resources. Advise users on appropriate action.
Follow standard help desk procedures. Log all help desk interactions into the ITSM system. Track and route
problems and requests and document resolutions.
Assist in organizing, documenting, and maintaining the CBCHP hardware and software systems.
Follow up with internal customers to ensure complete resolution of issues. Redirect problems to correct
resources when necessary. Identify and escalate situations requiring urgent attention. Inform management of
recurring problems
Manages equipment inventory and deployment/re-deployment. Assist in software deployment ensuring
compliance with vendor licensing agreements.
Stay current with system information, changes, and updates.
Help update training manuals for new and revised software and hardware. Train computer users as necessary.
Provide training to end users at new hire orientation and for ongoing support.
Manage the addition and archiving of all new and terminating employee credentials to CBCHP systems and data.
Work within the boundaries of security best practices and standard operating procedures.
Responsible for maintaining professional work standards.
Available to be on-call as needed to support the Help Desk system and organizational needs.

Qualifications

Skills and Qualifications:

Associate degree or greater in Information Sciences or related technical field is preferred.
One to two years of Help Desk (hardware and software) and user administration experience, preferably in a
healthcare setting.
Experience with Windows 10/11 is a must.
CompTIA A+ and MCP certifications are preferred.
Strong knowledge of computer hardware and peripherals
Strong knowledge of end user productivity applications such as Adobe Acrobat and Microsoft Word, Excel, and
Outlook.
Experience with Microsoft 365 products including SharePoint Online, Exchange Online, and Teams is a big plus.
A working knowledge of Microsoft Active Directory is preferred but not necessary.
Experience with Google admin console and Google products including Gmail, Groups, Drive, Docs, Sheets, Slides,
Experience with ticketing systems, particularly Fresh Service, a plus.
TCP/IP networking and troubleshooting skills.
• Excellent communication skills-written and oral.
Ability to communicate complex technical problems and solutions concisely and professionally to technical and
non-technical audiences etc.
Experience with Server 2012/2019/2022 a plus.
Experience with remote desktop environments including Citrix is a plus.
Experience with remote software, including Team Viewer, Automate, etc. a plus.
Highly organized, productive, resourceful, and detail-oriented self-starter.
Able to work both independently and in a team; effectively manage multiple projects.
Able and willing to document processes, technical writing skills.

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