Help Desk Representative

POSITION SUMMARY:

The Help Desk Representative is responsible for first-level response and resolution of Help Desk incident tickets. He/she is the front-line point person for all customer service-related technology questions and will coordinate with Technology Services teammates to ensure quality resolution in a timely manner. He/she will provide technical assistance to end users and will document, track, and monitor problems to ensure Innovive Health employees are successful in utilizing company technology platforms. The Help Desk Representative will report directly to the Director of Technology Services.

What you'll do:

• Provide exceptional customer service to all end users during their daily shift, which is subject to change
• Advise and assist end users with appropriate action to resolve technical issues
• Serve as a liaison between staff and technology to resolve issues and achieve desired results
• Assist in integrating new employees into the technology environment throughout the onboarding process
• Collaborate with employees across Innovive Health geographies to make sure they have the tools and knowledge to be successful
• Resolve Technology Services Help Desk tickets within established Service Level Agreement (SLA) timeframes
• Configure, deploy, troubleshoot and maintain end user hardware throughout the life cycle, including laptops, desktops, monitors, printers/copiers/MFD, peripherals, desk phones, mobile devices and all shared space technology
• Install, configure, troubleshoot and maintain corporate software titles/suites
• Maintain equipment inventory
• Weekend and holiday shift rotation
• Identify opportunities for training and documentation; Collaborate with senior team members on delivery
• Familiarity with a BYOD environment and inherent challenges
• Familiarity with cloud management systems: Okta, Office 365, Box, Airwatch, Ticket Systems, UCaaS (Zoom, GoToMeeting), MDM, VOIP
• Other duties as assigned

We believe our employees are our greatest asset! What we offer:

• Comprehensive benefits package that includes medical, dental, vision, disability, and life insurances
• 24 days of paid time off
• Paid Company Holidays
• 401k with company match
• Daily Pay - voluntary benefit that gives you access to earned pay
• Wellness program
• Tuition reimbursement
• Excellent career growth opportunities

What you need:

• High school diploma or GED
• 1-3 years of professional experience in Help Desk role
• Expertise with the installation, configuration, and troubleshooting of Microsoft Operating Systems and Microsoft Office Applications
• Experience with troubleshooting and repairing laptops and PCs, mobile devices, imaging solutions or software
• Experience with troubleshooting and supporting iOS/Android devices is a plus
• General understanding of basic network and infrastructure technologies
• Strong written and verbal communication skills and ability to explain technological solutions to colleagues with a wide range of computer knowledge
• Strong ability to prioritize, manage, and complete multiple tasks accurately and efficiently
• Flexibility to travel to additional corporate locations for support as needed (Medford, Middleton, Marlborough, and Brockton)

Innovive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.