Help Desk Specialist - MediTelecare

The company is a leading provider of behavioral health care services based in Middletown, CT.  We provide world-class clinicians to patients, virtually and in-person, in long term care facilities who would not otherwise have physical access to specialized care.  We are looking for energetic, hard-working individuals to help the company continue to succeed.

The Help Desk Specialist will be an independent, driven worker with a very detail-oriented work style and the ability to act with a sense of urgency. The Help Desk Specialist will report to the Help Desk Manager, and will not only be proficient in technical matters, but also possess excellent communication skills and the ability to collaborate with different stakeholders across the company. Additionally, the person in this role must be dedicated to delivering platinum-level customer service to all employees, regardless of the employee's level of technical proficiency.

ESSENTIAL FUNCTIONS:

• Provide first-line technical support via phone, email, and remote assistance to field staff using iPads, laptops, MiFis and various IT peripherals (speakers, headsets, docking stations, etc.).
• Assist employees with Microsoft 365 problems or other software issues.
• Document all support interactions and troubleshooting steps accurately in the ticketing system.
• Troubleshoot and resolve hardware and software issues promptly to minimize downtime for clinicians and staff.
• Assist in setting up and configuring new devices and peripherals for end-users.
• Collaborate with IT Manager to escalate and resolve complex technical issues.
• Maintain knowledge of company-supported applications, systems, and hardware.
• Ensure compliance with IT policies and procedures regarding security and data protection.
• Provide training and guidance to end-users on basic IT functions and best practices.
• Monitor IT service desk queues and prioritize incidents and service requests accordingly.
• Assist in the retrieval of equipment from remote staff.
• Participate in ongoing training and professional development to enhance technical skills and knowledge.
• Perform other duties as assigned.
• Provide occasional after-hours support may be required.

KNOWLEDGE, SKILL AND ABILITY:

• Minimum 2 years of experience in an IT Support Department role, preferably in a healthcare of similar environment.
• Strong working knowledge of laptop, iPad, and peripheral hardware/software configurations.
• Strong working knowledge of Microsoft 365.
• Customer-oriented approach with a focus on delivering high-quality service.
• Ability to collaborate effectively in a team-centric environment and work independently.
• Intermediate or expert level skills in MS Office and MS Outlook required.

EDUCATION AND EXPERIENCE:

• Minimum high school diploma or GED required
• Additional technical certifications or degrees in IT-related fields preferred, but not required

This job description is not inclusive and there may be other tasks and responsibilities

 that you will perform as required.