[Hiring] IT Support Desk Tier 1 @Dental Care Alliance

Overview

You will provide technical assistance to computer users. Answer questions or resolve computer problems in person, via telephone or emailed tickets. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. As a centralized source for all information technology, we are the backbone of the organization and constantly monitor each office's connectivity to keep everyone up and running as smooth as possible.

Responsibilities

Taking calls that come into the Help Desk and making service requests accordingly.

· Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch

· Employing good communication skills to resolve service requests and answer user inquiries regarding computer software or hardware operation to resolve problems

· Using the Critical Priority Escalation process for all new critical priority service requests

· Following the Ticket Flow process

· Oversee the daily performance of computer systems

· Observe system functioning to verify correct operations and detect errors

· Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

· Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications

· Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities

· Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support

· Confer with staff, users, and management to establish requirements for new systems or modifications

· Prepare evaluations of software or hardware, and recommend improvements or upgrades

· Inspect equipment and read order sheets to prepare for delivery to users

· Modify and customize commercial programs for internal needs

· Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis

Work Environment:

This position is remote.

Physical Demands:

Must be able to lift 50 lbs and accomplish IT Support service tasks involving inventory, system installations, network implementations, and miscellaneous tasks related to IT Support.

Competencies:

· Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences. You will need to be able to talk with requesters that may not understand IT vocabulary and assist in making a clear service request.

· Oral Expression: The ability to communicate information and ideas in speaking so others will understand.

· Written Comprehension: The ability to read and understand information and ideas presented in writing.

· Written Expression: The ability to communicate information and ideas in writing so others will understand.

· Information Ordering: The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

· Good first impression (appropriately dressed)

· Flexible with changing tasks quickly

· Personality to work with a variety of colleagues and internal customers in a very open communication environment

· Service Request Management

Qualifications

· High School Diploma / GED

· Prefered Certifications

o CompTIA A+

o MCITP

Training:

· 1 Year of IT Support Services experience

· 2 Years general office experience

· Certifications a plus but not required

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