The Helpdesk Support Agent is responsible for handling first-level support to Workit Health team members and patients who work in local and remote locations. This role will provide hardware and software support solutions to end-users in a professional and timely manner. The Help Desk Support Agent will provide on-call support for all end-users. This position reports to our IT Support Manager.
Hours: 30 hours/week, Part-time
Location: Ann Arbor, MI or Remote
Shift: 9am - 8 pm (varies) M-F = 30 hours a week
Core Responsibility
- Provide first-level phone/video support for Workit Health team members and patients
- Fast resolution for Workit Health team members and patients
- Responsible for managing reported IT issues
- Provide occasional off-hours support
- Will answer 10-30 incoming calls (depends on the call volume)
- Train end-users on the use of various software, including Workit Health’s EMR and integrations
- Create and maintain IT documentation
- Support patching/maintenance for hardware and software
- Monitor and provide support for hardware concerns, including shipping and receiving hardware to team members
- Monitor and maintain critical system backups
- Support deployment of new technologies, hardware, and software
- Self-manage and prioritize to meet deadlines with quality results
- Support a positive work environment that promotes service to the business, quality, innovation, and teamwork and ensures timely communication of issues/points of interest
Other Duties and Responsibilities
- Continuous improvement of technologies
- Other duties as assigned
Minimum Qualifications
- Candidates with either a college degree in a related field or an equivalent amount of experience for this position are preferred
- 2-3 years of experience providing desktop computer support
- Help desk experience: 2 years (required)
- Experience in a customer-facing realm supporting tech challenges
- Experience supporting Windows and Apple operating systems (Windows 10, Windows 8, Windows 7, Apple OS X/macOS)
- Experience with Chromebooks is a plus
- Experience supporting remote users, including both satellite office, and work-at-home employees
- Experience with desktop imaging, preferably WDS/Microsoft Deployment Toolkit
- Experience with IT security, including encryption, multi-factor authentication, etc
- Experience debugging and troubleshooting video conferencing
Additional Knowledge, Skills, and Abilities
- Learn quickly
- Ability to multitask, collaboration oriented
- Leadership skills with an energetic and “can-do” attitude
- Excellent verbal and written communication skills
- Strong project management, time management, and organization skills
- Enjoy working with a team
- Ability to cope well with rapid changes
Benefits
Generous PTO
Excellent health, dental, and vision insurance with options to fit you & your family’s needs
401k + Matching
Short Term Disability
Maternity + Paternity Leave
Personalized Coaching Platform and more!
The opportunity to work with a dynamic, fun, and inclusive team that is dedicated to the addiction space!
Help by Sharing
Share this job with friends and family
Tip: Paste this link anywhere