Help Desk Junior Technician

Job Summary

ABOUT WELLBE

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Help Desk Junior Technician provides executive level technical support to internal customers experiencing computer hardware and software issues. They respond to queries mostly over the phone and occasionally in person, assess and diagnose computer hardware and software problems and implement effective solutions. This is a ground floor opportunity in an exciting and fast paced start-up. Under the direction of the Dir. Of End User Services, in this position, you will use your current knowledge of the user and technical support industry including best practices, tools, and trends to offer support and technical assistance to internal associates and external customers. To ensure success you should have advanced knowledge of computer software and hardware systems, excellent diagnostic, high-level communication skills, and patience. A strong foundational understand of IT systems, infrastructure, networking, SaaS applications, and end-user operations is required for this position. You must have a passion for supporting and enabling end-users with their technology daily and delivering white glove user centric support across a distributed technically diverse user community. If you can support end-users such that they are informed, happy and inspired, this is a job for you.

Job Description

RESPONSIBILITIES

• Provide general IT technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via remote-access or in person as needed with a customer service minded approach
• Demonstrate a focus on listening to and understanding client/customer needs and then exceeding service and quality expectations
• Talking users through basic problem-solving processes; Isolating problems, determine and implement solution with follow through to ensure issue has been resolved
• Accelerate adoption of existing technologies and educate end users
• Perform system administration for enterprise systems

Job Requirements

EDUCATIONAL REQUIRMENTS

BS/BA in IT, Computer Science, Information Technology, or relevant field

REQUIRED SKILLS AND ABILITIES

• 2 years of experience configuring servers/systems in a large End User Services environment required
• 2 years of experience in technical support, technical account management, or customer support
• Excellent analytical and diagnostic skills
• Advanced expertise in help desk software and remote-access systems
• High-level communication skills
• Willingness to share and receive information and ideas from all levels of the organization to achieve the desired
• Ability to troubleshoot complex hardware and software issues
• Excellent time management
• Patience and understanding
• Experience utilizing computer software systems, office applications, enterprise SAAS applications
• Experience utilizing Freshdesk, RingCentral, Google Workplace, and/or Click Software Field Service Edge is a plus

PERFORMANCE INDICATIORS

• Average Resolution time
• Number of Tickets Closed Monthly/Weekly
• Overall Satisfaction Score

SUPERVISORY RESPOSIBILITY

No supervisory responsibilities

TRAVEL REQUIRMENTS

Travel may be required up to 25% locally or nationally

WORK CONDITIONS

• Ability to lift to
• Ability to stand for extended
• Ability to drive to patient locations (i.e. home, hospital, SNF, )
• Fine motor skills
• Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.