IT Help Desk Support Technician
(10:00am-6:30pm M-F with bi-weekly weekend and overnight on-call coverage)
Looking to take your career to the next level? We have an immediate opportunity for an IT Help Desk Support Technician who will play a key role in providing Tiers 1 & 2 support for American Health Connection. This is a regular, full-time position located on-site at our Beverly Hills corporate office, 8484 Wilshire Blvd. Beverly Hills, CA, 90211 (paid parking).
Who We Are:
American Health Connection (AHC) is the healthcare industry’s only all-inclusive, full-service, virtual central scheduling and patient communications services. Since 2009 AHC has been offering a wide range of patient call center services designed to dramatically improve both patient and physician satisfaction. For more information, visit our website at www.AmericanHealthConnection.com
Overview:
The Help Desk Support Technician will play a key role in providing Tiers 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed.
Shifts:
10:00am - 6:30pm PST Monday-Friday
(Bi-weekly weekend and overnight on-call coverage)
Responsibilities:
- Provide technical support for all levels of staff and end-users.
- Interact with users via phone, e-mail, and IM/chat to resolve issues in the most efficient manner.
- Work within a centralized ticketing system to respond to users and document pathways to resolution.
- Provide support for PC users, including office and remote employees.
- Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.
- Utilize/mobilize all third-party/partner technical resources to solve problems where necessary.
- Maintain call records, notes, and logs, and record resolution details.
- Install and configure workstation, telephony, video, and mobile hardware/software as required.
- Maintain hardware and software inventory.
- Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.
Requirements:
- Excellent communication, documentation, and customer service skills.
- Ability to work effectively both individually and as part of a team.
- 2+ years of experience providing IT support, including Windows Server maintenance.
- Advanced competency in Microsoft applications including Word, Excel, and Outlook.
- Basic understanding of network infrastructure, including routers, switches, and firewalls.
- Basic understanding of Windows Servers, including Active Directory.
- Knowledge of VOIP systems and Linux will be considered a plus.
Location:
8484 Wilshire Boulevard, Beverly Hills, CA 90211 (Free Parking)
Salary:
$55,000 annually
Benefits:
Medical, dental, life insurance, 401(k) with company match and much more!
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