What are the responsibilities and job description for the Desktop Support Technician position at Qventive Healthcare?
Job Description
This position is primarily responsible for providing initial service response while upholding excellent customer service standards to our clients. The Desktop Support Technician serves as the front line in receiving support tickets and calls. This individual is responsible for quickly triaging all reactive support tickets, diagnosing and resolving Tier 1 issues, and escalating Tier 2 & 3 issues quickly to internal IT support teams. The Desktop Support Technician is also responsible for the setup, configuration and troubleshooting of PC hardware, software and peripherals (phones, printers, etc.) in a multi-vendor environment. Desktop Support Technicians are presented with opportunities for growth, and learning opportunities in organizational operations, customer satisfaction, and IT technical skills.
Responsibilities
- Promote and represent the Qventive corporate culture and core values in all aspects of your job duties
- Create tickets for incoming phone calls
- Discuss issues with client users to determine their severity and urgency
- Resolve all Tier 1 and some Tier 2 issues quickly and efficiently
- Escalate Tier 2 tickets in an effective manner
- Set client expectations regarding each ticket/issue
- New User Setup/Onboarding & User Termination/Offboarding
- Engage in appropriate email correspondence with clients
- Update client configuration records and documentation regularly
- Visit client sites as required to troubleshoot issues and install new equipment
- Vette new hardware and software requests made by client staff
- First level printer support consisting of: basic printer jams and basic printer hardware troubleshooting
- Ensure IT compliance; identify potential security risks and vulnerabilities to internal IT team
- After-hours work is sometimes required and expected
Qualifications
To be successful in this position, an individual must be able to perform each essential job duty exceptionally with an outstanding level of customer service. The requirements listed below are representative of the knowledge, skills, and abilities required of the Desktop Support Technician.
- CompTIA A / CompTIA Network
- Microsoft MCSA/MCITP/MCSE
- VMWare VCP
- Antivirus/Anti-Malware Solutions
- Email and Web filtering technologies
- VOIP telephony skills such as PBX/phone configuration
Education and Experience
- Associates/Bachelor’s Degree or in pursuit of a Bachelor’s Degree in a related technology field (Information Technology, Computer/Electronics Engineering, Management Information Systems, etc.)
- Minimum one year of IT MSP experience
- A strong understanding of relevant technologies, solutions, troubleshooting, & support
- Excellent verbal and written communication skills
- Professional, friendly, positive, and optimistic demeanor
- Preferred but not required: ConnectWise or Datto experience
- Preferred but not required: Healthcare industry experience with applicable knowledge of HIPAA, Compliance and Electronic Health Record systems
Job Type: Full-time
Pay: $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Ability to commute/relocate:
- Hackensack, NJ 07601: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- How many years of IT MSP experience do you have?
Education:
- Associate (Preferred)
Experience:
- Help desk: 1 year (Preferred)
- Desktop support: 2 years (Preferred)
License/Certification:
- Driver's License (Required)
Work Location: One location
Salary : $50,000