Help Desk Specialist III

Nuvodia offers workplace flexibility, excellent benefits and competitive compensation packages. Nuvodia was recognized as one of the Top 30 Best Places to Work in the Inland Northwest!

The Senior Help Desk Specialist III is a Full-time, Regular position working Monday-Friday, 8am-5pm in Chandler, AZ. This position will have hybrid schedule opportunities.

Summary: As the initial or escalated phone contact for clients, this senior help desk employee will collect detailed information and prioritize service requests in order to determine resolution or a method of escalation.

General Description: The Help Desk Specialist III must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.

Essential Duties / Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Enters, prioritizes, and escalates service tickets via the ticket system.
• Maintains professional positive attitude that communicates our brand to our clients.
• Resolves general IT problems (hardware, PC, networking, domain, software, etc.) in a timely manner.
• Responds promptly to customer needs, escalates difficult customer situations, and solicits customer feedback to improve service.
• Works directly with customers, via the phone, onsite, and online, to provide services and help resolve computing problems.
• Loads appropriate PC software packages such as operating systems, networking components, and office applications.
• Works independently to Resolves general IT problems (PC hardware, PC software, etc.) in a timely manner.
• Develops deployment strategies for introducing new technologies into existing environments, i.e. new software, software patches, new hardware, hardware upgrades.
• Takes the lead of help desk resources within projects as necessary.
• Will take ownership of escalated tickets, using the engineering team as a support mechanism when needed.
• Invests time with Jr. and Help Desk positions for training and mentoring.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Analyzes system logs and identifies potential issues with computer systems.
• Addresses scheduled downtimes, plans for and responds to service outages and other problems.
• Works with Manager to assign specialized tasks
• Researches unresolved IT issues for applications and unresolved software and IT application issues.
• Monitors queue e-mail request folders
• Provides support and/or coverage to meet queue needs based on department needs and team availability.
• Other duties as assigned.

Occasional regional travel, weekend work and on-call rotation will be required.

General Duties and Responsibilities:

• Ability to maintain strict confidentiality.
• Honest, pleasant manner, and good personal hygiene.
• Free of alcohol and drug abuse.
• Valid state drivers license and proof of insurance.
• Excellent communication and interpersonal skills.
• Detail oriented, ability to multi-task, organized, and able to work in a fast paced environment.
• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Rotates to other shifts and locations as needed
• Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location

Supervisory Responsibilities:

• There is no supervisory responsibility in this position

Advocacy:

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Nuvodia values by knowing and understanding the mission, values and goals: · Authentic Connections, Ownership Mentality, Continuous Growth, Enduring Results.

Qualifications:

• Education: Bachelor's Degree in related field or equivalent experience
• Experience: Four years of related experience including--
• Experience of technical helpdesk experience
• Experienced in PC hardware installation, configuration, and troubleshooting.
• Proficiency in Windows XP, Windows Vista, Windows 7,
• Understanding of Windows Server 2003, Windows Server 2008, Windows Small Business Server 2003, Office 2003, Office 2007, Citrix, VoIP, Active Directory, NTFS Permissions, and video conferencing preferred.
• Extensive knowledge in software and image creation/deployment via 3rd party software (Altiris, Ghost, etc.) and scripting.
• Computer Skills: Experience with the following computer applications is highly desired: Microsoft Office products (Outlook, Word, Excel, Visio); Internet, Intranet
• Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.

Benefits Include: Employees can enroll in medical and dental insurance and are covered by basic vision and life insurance. Employees are able to enroll in our company's 401k retirement plan and will receive paid vacation, sick, and personal leave, paid holidays and quarterly profitability bonuses and commission.

Job Type: Full-time

Pay: $21.53 - $34.61 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 4 years

Schedule:

• Monday to Friday

Experience:

• Technical support: 4 years (Preferred)

Ability to Commute:

• Spokane Valley, WA 99216 (Preferred)

Ability to Relocate:

• Spokane Valley, WA 99216: Relocate before starting work (Required)

Work Location: Hybrid remote in Spokane Valley, WA 99216