FULLY REMOTE - Helpdesk Technician in New Mexico

Job description

Job Details Job Location: PCR (ProtoCall Remote) NM - Anywhere, NM 87109Salary Range: $19.00 - $19.00 HourlyThe Helpdesk Technician I (HTI) serves as the first point of contact for employees seeking technical assistance. This role provides frontline technical support, resolves routine hardware, software, and account issues, and appropriately escalates complex incidents to other members of the IT team. The Helpdesk Technician I is responsible for delivering timely, professional customer service while supporting the organization's technology environment. This position reports to the Assistant IT Director.Work at Protocall is inherently stressful given the nature of our mission. It is the basic responsibility of each employee to manage their stress in a way that sustains our commitment to the highest level of client care, customer service, professional conduct, and a supportive work environment.Typical Duties Process Service Requests to resolution or escalated to other IT Team members using Freshservice within required timelinesRecord events/problems and their resolution in FreshserviceDocument all end user communication in FreshserviceAnswer queries on basic technical issues and offer advice to solve themProvide helpdesk and technical support either by phone or remote accessRespond to IT issues; hardware maintenance, software, networking, etc. within required timelinesAssist in troubleshooting for system errorsAssist with the implementation and support of new software and featuresIdentify and suggest possible improvements on proceduresSupport and administration of all IT related systems and databasesMay have inadvertent access to PHI in the course of performing IT support and administration functionsDetailed Standards and Expectations are listed in the Helpdesk Standards document, provided at time of employmentPerforms other duties as requestedRequirements for the Helpdesk Technician High school degree or equivalent; bachelor's degree in computer science, information systems, or behavioral health related field preferredProven experience as a help desk technician or other customer support roleTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesExcellent written and verbal communication skillsProtocall Services Inc. is an Equal Opportunity Employer. We believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin, and all of the other fascinating characteristics that make us different.#J-18808-Ljbffr