Helpdesk Technician I in Las Vegas, Nevada at UNITE HERE HEALTH

PURPOSE

The purpose of this position is to provide a world class level of customer service to all users seeking technical assistance or information concerning PC/laptop/tablet, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and provider of input to the IT Management decision making processes. This position will serve as the representative of the IT function to all users on a daily basis, representing the IT department with professionalism, competence and positivity.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Serves as primarily Tier 1 customer support resource to all Fund and business partners employees
• Responds to all local and remote customer inquiries for assistance received primarily via telephone but also from email, chat or direct contact providing first level troubleshooting and problem resolution
• Promptly escalates more advanced tickets to the correct Tier or Team based on established guidlines
• Documents all customer support inquiries using available tracking software and recommends simplification opportunities
• Resolves issues in a timely and professional manner while meeting or exceeding established baselines
• Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
• Handles employee questions regarding end-user facing hardware and software and serves in a consultative manner
• Communicates with technical operations and programming support personnel for problem referral
• Creates/updates end users accounts per established access matrix and authorization approval
• Ensures timely completion and follow-up of all support calls and tracks progress via ticketing system
• Creates documentation of technical solutions and help desk procedures
• Tracks user satisfaction through follow-up calls and surveys as required/directed
• Assists Infrastructure and Operations functions with special projects as required
• Sets goals and achieves measurable results
• Contributes ideas to plans and achieving department goals
• Exemplifies the Fund’s BETTER Values and professional effectiveness dimensions in contributing to a respectful, trusting, and engaged culture of diversity and inclusion
• Performs other duties as assigned within the scope of responsibilities and requirements of the job
• Performs Essential Job Functions and Duties with or without reasonable accommodation

ESSENTIAL QUALIFICATIONS

Years of Experience and Knowledge

• 0 ~ 3 years of direct experience minimum
• Working knowledge and experience in a Windows based support environment preferred
• Experience with technical Help Desk or high-level customer service operations desired
• Primary-level knowledge of PC, mobile, telephony and other end-user facing technologies
• Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365

Education, Licenses, and Certifications

• Associate's degree in Computer Science, Information Systems or related field or equivalent work experience required
• Preferred: Certification in A+ Certification and/or Microsoft Certifications
• Preferred: Valid, unrestricted state driver’s license
• Preferred: Personal vehicle, valid registration, and current insurance

Hourly range for this position: Hourly rate is $25.70 - $31.43. Actual rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday ~ Friday, (7:30AM - 3:30PM); Onsite. This position is for the Craig Health Center and coverage at our Saint Louis Square office, as needed. This position participates in on-call rotation for after hours and Saturday Helpdesk coverage.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Pension, Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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