Helpdesk Technician

Overview

Medicus IT's Technician role is responsible for serving as our initial point of contact for triaging incoming client or system generated requests and working to resolve technical issues as well as providing a world class client experience daily. Technicians follow documented policies and procedures to effectively set correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite with our clients.

Job Description

ROLE AND RESPONSIBILITIES

• Deliver an excellent customer experience in all interactions

• Troubleshoot and resolve basic desktop, software, network and server issues following published escalation guidelines to ensure issues are resolved in a timely manner

• Assist clients with the installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, and software

• Provide fast and friendly support for end users, IT Managers, and Client Executives.

• Maintain availability in call queue to ensure minimal client hold times

• Responsible for creating and maintaining high quality, detailed documentation

• Consult with clients and offers guidance on technology use and best practices

• Process Active Directory user account adds / removes / change

• Work with vendor representatives to resolve software and hardware issues

• Perform basic virus remediation where required

• Onboarding computers and perform repeatable script-based troubleshooting

• Actively assist on projects (Office Setups, Mass PC deployments etc.) under supervision

• Notify Client Success Managers when outdated equipment causes repeated issues

• Document all work on service tickets and projects in real time within ticketing system to published standards

• Respond to client requests promptly in accordance with published SLAS, then communicate promptly throughout ticket lifecycle to maintain a high degree of client satisfaction

• Set proper expectations for client follow up and follow through on all commitments

• Take part in after hours On Call rotation as needed - must have a minimum of 6 months experience at MIT and have supervisor approval before joining rotation.

• Perform on-site technical and customer service support, to include:

O Emergency/unscheduled repairs of clients' on-site technical systems and equipment

O Performs scheduled maintenance and repairs of clients' technical systems and equipment

O Network switch and server room cable management

O Work with senior resources to diagnose, troubleshoot, repair, and debug complex technical computer systems, and software

O Follows standard procedures to isolate and fix problems in malfunctioning equipment or software.

O Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation

• Report design, reliability, and maintenance problems or bugs to appropriate technical support team

• Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and MIT

• Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in MIT policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements

• Maintain tools and equipment properly and ensures that they are all in good working order

• Participate in all on-going product, equipment, technical and business-related training to maintain necessary certifications, skills, and professional knowledge

• Create and maintains client PC build sheet documentation to ensure new PC deployments are properly documented

• Follow Medicus IT's defined processes, policies, service delivery standards

• All other duties assigned

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Associates degree in technology related field OR equivalent combination of education and work experience

• 1+ year of experience in supporting Microsoft Environments

• Completion of certifications as outlined in Development Plan and Advancement Guide

• Uses sound judgement when working with clients

• Works well without supervision

• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software

• MSP specific experience is a plus

• Excellent problem solving and client relationship skills

• Excellent verbal and written communication skills

• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations

• Alignment with Medicus IT's core values of Doing the Right Thing, Taking Ownership and Delivering Results, Cultivating Positivity, and Encouraging Improvement and Innovation

• Must be able to sit prolonged periods sitting at a desk and working on a computer.

• Must be able to lift 35-50 pounds at times