Helpdesk Technician at None

We are seeking a skilled and customer-focused Helpdesk Technician to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The Helpdesk Technician will serve as the first point of contact for employees or customers experiencing IT-related issues, ensuring efficient troubleshooting, problem resolution, and excellent customer service.

Responsible for the entire lifecycle of hardware and software assets, the Helpdesk Technician is responsible for managing, troubleshooting, licensing and updating our systems as it relates to hardware and software changes. 

Responsibilities 

• Act as the first line of support for all IT-related issues via phone, email, chat, or ticketing system.
• Diagnose and resolve technical hardware, software, and network problems.
• Provide step-by-step guidance to users to resolve IT issues.
• Escalate complex problems to higher-level support teams or system administrators when necessary.
• Maintain accurate records of user issues, troubleshooting steps, and resolutions in the helpdesk system.
• Install, configure, and update software applications and operating systems.
• Support and maintain user accounts, permissions, and access rights.
• Assist with setting up and maintaining workstations, laptops, printers, and other peripherals.
• Deliver excellent customer service and communicate technical information clearly to non-technical users.
• Monitor system alerts and proactively identify potential issues.
• Participate in IT projects and initiatives as needed.
• Other duties as assigned.

Required Knowledge & Experience

• Experience with Electronic Health Records (EHRs) platform is desired.
• Proven experience as a Helpdesk Technician, IT Support Specialist, or similar role.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory, Office 365, and common business applications.
• Basic understanding of networking (TCP/IP, DNS, DHCP, VPN).
• Excellent problem-solving and communication skills.
• Strong customer service orientation and patience in dealing with users.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Physical Demands & Working Conditions 

• Will be required to travel between sites to resolve help desk tickets, thus must have a car.

• Primary functions involve sitting, as well as stooping, kneeling, crouching, reaching, and using ladders.
• Ability to lift, push, pull and move up to 50 lbs.

Education and Experience

Bachelor's degree in computer related field, CompTIA A+, Network+, Security+, Project+

CHCB employees enjoy comprehensive benefits including:

• Medical insurance with $600 annual wellness perks 
• Monthly stipend for those with alternate health insurance
• Flexible Spending Account and Dependent Care Account 
• Excellent Dental and Vision coverage
• Life insurance, AD&D, Short Term/Long Term Disability, Accident Insurance, and Critical Illness Insurance
• 401K via Vanguard, as well as fiduciary services via Morgan Stanley (Employer contribution of 3% of your annual salary after 1 year of service regardless of personal contributions)
• Continuing Education funds for licensed applicable roles; pooled departmental funds as allowed for other roles
• Generous Accrued CTO in addition to 8 paid annual Holidays (6 fixed, 2 floating) 
• Employee Assistance Program available to all household members
• Local discounts and perks at fitness, restaurants, and local businesses!