Help Desk Support Agent

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!