Help Desk Administrator - San Dimas, United States - Ontellus
Description
Ontellus empowers insurance carriers, self-insured corporations and law firms to reduce costs, make informed decisions and accelerate claims resolution.As the nation's largest, privately-held records retrieval provider, Ontellus leverages decades of experience and cutting-edge technology to deliver impactful products and client-centric services within industry-leading turnaround times.
JOB SUMMARY
ESSENTIAL RESPONSIBILITIES
- Determines impact and urgency of an incident and support request in order to determine priority.
- Perform initial triage and troubleshooting of all tickets across all knowledge domains.
- Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration.
- Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.
- Conducts initial triage/troubleshooting on a wide range of technology issues.
- Escalates unresolved requests and incidents to higher tiers.
- Provide basic "howto" training to end users.
- Manage deployment and recovery of IT equipment.
- Maintain a record of knowledge/solutions within a structured knowledgebase.
- Make decisions based on existing procedures, processes or methods but able to think outside the box in order to ensure success.
- Share and document metrics, challenges, and best practices and incorporate into processes.
- Provide services inclusive of installation, configuration, and support of servers, networks, and associated equipment and software.
- Provide assistance with remote services: Services that may be provided remotely include network monitoring, desktop support, and Internet content filtering.
- Identifies trends in incidents to support problem management.
- Other duties as assigned.
- Technical knowledge of computer hardware desktop, server, routers, switches including troubleshooting and repair.
- Strong project and people skills.
- 2 years' experience resolving Help Desk Tickets; Help Desk Administrator experience preferred.
- Associates degree preferred.
- Strong experience of MS Office products specifically Word, Excel, Outlook, Project, and Power Point.
- Technical knowledge of computer hardware desktop, server, routers, switches including troubleshooting and repair.
- Strong project and people skills.
COMPENSATION & BENEFITS
Ontellus offers a collaborative work environment so you can learn and grow both professionally and personally.
We offer a competitive benefits package including Medical, Dental, Vision, Life, Disability and a 401k Plan with a generous employer match.
In addition, we offer a casual dress environment and plenty of opportunities for training and career advancement.Ontellus is an Equal Opportunity Employer.
Ontellus requires pre-employment background checks and drug screening.
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