What are the responsibilities and job description for the Helpdesk Support II position at American Renal Associates?
Helpdesk Support II
Summary/Objective
This position is responsible for providing support services for over 3,300 local and remote end-users, including troubleshooting problems and advising on the appropriate action. The Help Desk Support I position is responsible for configuring, installing and maintaining Microsoft Windows 7 and 10 systems in an Active Directory environment. This position utilizes a strong customer service approach when troubleshooting issues, with the ability to communicate information effectively while utilizing a professional and friendly phone manner.
Essential Functions
- Troubleshoot problem areas (in person, telephone, remote desktop or via e-mail) by providing and facilitating technical support in a timely and accurate fashion and also provide end-user assistance where and when necessary.
- Properly escalate unresolved queries to the next level of support.
- Possess the ability to analyze, assess and resolve complex system level software issues.
- Test and image desktops and laptops.
- Configure, install, and maintain Microsoft Windows 7 and 10 systems in an Active Directory environment.
- Interact with computer vendors on purchasing, warranties and returns.
- Ensure all tickets requiring follow-up work and/or calls are resolved.
- Ensure all assets are properly tracked within the Inventory tracking system.
- Participate in after hours on call rotation for business support.
- Other tasks and duties as assigned.
Position Type, Expected Hours of Work & Travel
This is a Full-Time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m. Hours may vary according to business needs. Travel is expected up to 10% of the time. This is a hybrid position. One day onsite per week at our corporate office in Franklin, TN, is required.
Required Education and Experience
- Associates or bachelor's degree in related field preferred.
- 2-5 years of experience working in a technical role preferred. Prior experience in clinic IT operation is strongly preferred.
- Basic knowledge of Active Directory, Group Policy, and Windows ACLs.
- Possesses the ability to analyze, assess and resolve complex system level software issues.
- Excellent organizational, interpersonal and communication skills.
- Ability to read and interpret documents and standardized forms, and to communicate effectively with clients and fellow staff members.
Why Choose American Renal Associates:
American Renal Associates (ARA) is one of the largest dialysis services providers in the United States. We provide high quality patient care to patients suffering from the most advanced stage of chronic kidney disease, known as End Stage Renal Disease (ESRD). We continue to expand our network of dialysis centers and improve more lives each year. Apply to become part of a team who is focused on quality patient care!
What we offer:
ARA offers competitive pay and great benefits which include: health insurance, vision, dental, company-paid life insurance, company-paid disability, pet insurance, 401(k), tuition reimbursement, a generous paid time off program.
AAP/EEO Statement
Innovative Renal Care/American Renal Associates LLC is an equal opportunity employer and a drug free workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, or protected veteran status.
Education
ARA is an Equal Opportunity Employer – We value diversity in our workplace.
DFWP/ EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. All inquiries will be held in strict confidence.
