Information Technology Help Desk Technician - Lehi, United States - Kavaliro

Kavaliro Lehi, United States

2 weeks ago

Description

As a Helpdesk Technician with our Healthcare client, you will be responsible for managing internal request tickets in a timely manner while also ensuring a white-glove service experience for our end

users, working to continuously seek out opportunities to improve the end user experience. This

may include sourcing new technology when appropriate, periodically revisiting established

processes to evaluate overall effectiveness and ease of use and/or changing product

configurations.

Responsibilities for Helpdesk Technician

Manage Helpdesk tickets in a timely manner
Respond to customer issues via Slack, email, and ticketing systems
Inventory purchasing and management via Kandji, Apple, and other solutions
Manage and improve onboarding and offboarding workflows
Draft, refine, and implement documentation for Helpdesk processes
Install, make changes and repair computer hardware and software
Become the final escalation point for troubleshooting

Qualifications for Helpdesk Technician

3+years of experience working in a Helpdesk environment or relevant experience
2+years of experience administering Google Workspace, Okta, Atlassian, Slack, Apple
devices, and Kandji
Possesses critical thinking and root-cause analysis skills
Ability to prioritize and adjust task focus as needed
Proficiency with troubleshooting and managing macOS and Windows environments
Excellent oral and written communication skills
Experience with basic network implementation skills and troubleshooting using current
topologies, protocols
Highly organized and detail oriented to keep Helpdesk ticketing in order

Expected Job Duties:

First touchpoint for Helpdesk requests
Helpdesk ticketing
Hardware and software troubleshooting and service requests
New user laptop and desk setup
Helpdesk documentation for repeat incidents
Shipping equipment to remote locations
Identifying areas of improvement within Helpdesk process, suggesting and researching potential solutions
IT Storage management
Hardware repair, maintenance, and turnaround
Hardware purchasing
Device Management (Kandji, Apple)
Network troubleshooting and management
Meet Room Management
Jira Project Management
Okta/Google User Creation

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