Equitas Health Careers

Description

• 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

• Bachelor’s degree in Technology preferred

• 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.