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Liberty Health · 18 hours ago

HELP DESK SUPPORT TECHNICIAN

Wilmington, NC

Full-time

Onsite

New Grad, Entry Level

Liberty Health is a dynamic leader in the healthcare industry, seeking an experienced Help Desk Support Technician. The role involves providing first contact and incident resolution for customers facing hardware, software, and desktop application issues, while also documenting incidents and providing technical assistance across various communication channels.

Health CareHealth DiagnosticsHospitalMedicalPersonal Health

Responsibilities

Provide first contact and incident resolution to customers with hardware, software, and desktop application software problems

Effectively escalates incidents to higher Help Desk Technician, Clinical, Level II or Level III support team when required

Document incidents status and solutions in the IT service management software

Provide technical assistance including both end users telephone calls, chat, electronically submitted requests and on-site

Address all smart phone and tablet issues including but not limited to configuring devices

Identify, diagnose, and resolve Level One issues for end users in a call center environment, including telephone calls, chats, electronically submitted tickets and on-site

Ability to work in a fast pace call center with multiple priorities while handling end users’ requests

Analyze and solve end-user problems related to but not limited to network and local printers, PC and mobile hardware, specialized applications, e-mail, internet, Wi-Fi and local-area network access

Support and implement of company procedures and policies

Perform other duties of a similar nature or level

Qualification

Help Desk SupportCustomer ServiceAnalytical Problem-SolvingDesktop Operating SystemsNetwork Systems ManagementBasic Hardware KnowledgeTroubleshooting SkillsEffective Communication

Required

Working towards Associates degree or equivalent work experience

Valid Driver's License in the state of employment

Effective verbal and written communications skills

Strong analytical problem-solving skills and excellent customer service skills

Excellent customer service skills

Desktop operating systems, various software applications and basic hardware for the PC

Principles and theories of network systems and management

Internet technologies and products; basic understanding of electrical safety procedure

Computer hardware fundamentals including printers

Troubleshooting simple desktop computer related problems

Company

Liberty Health

As a privately owned, family business for more than a century, Liberty Health is dedicated to providing high-quality healthcare services, retirement communities and programs that help people live longer, healthier lives.

Founded in 1875