Sr. IT Help Desk Support

Overview

Sr. IT Help Desk Support role at MedPOINT Management .

The Senior IT Helpdesk Support technician reports directly to the Supervisor, IT Infrastructure and Operations in the Health Information Technology (HIT) department. The role identifies, researches, and resolves the most complex technical problems. The role responds to telephone, email, and online requests for technical support. In addition, the helpdesk senior technician provides support to end users for computer, application, system, device, access, and hardware issues and may train, coach, or assist less experienced team members.

Responsibilities

• Considered the Subject Matter Expert (SME) for the IT Helpdesk Support technical team, assists with onboarding training and support of setting up new teammates
• Provides level 1 and escalated technical phone / ticketing support to internal employees and external clients.
• Record requests, incidents, and status information in the company's ticketing handling system.
• Provides detailed documentation of all transactions handled with clear and concise resolution steps.
• Supports the implementation and deployment of internal business systems and solutions.
• Responsible for the triage of colleagues taking ownership of issues / tickets by carrying out problems to their resolutions as timely as possible.
• Assists System Administrators with the monitoring, maintenance, and inventory reconciliation, including the equipment data centers / storage, to comply with the department's policies.
• Support the set-up of new suites in the same building or company physical moves as needed.
• Assists the Supervisor / Director with needed equipment purchase order requests, which includes tracking and reconciliation.
• Works closely with System Administrators with e-cycling (waste management) of old equipment, ensuring that policies are followed, and the disposal is completed correctly.
• Collaborates and participates in Special Projects with System Administrators, Network Administrators, IT Project Managers, and other department leadership members.
• Responsible for ensuring all 'new hires' are set up correctly before their start date.
• On-call availability on a rotational schedule shared with the rest of the team.
• Other tasks or projects assigned by the Supervisor or Director.

Minimum Job Requirements

Skills and Abilities

Seniority level

Employment type

Job function

Industries

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