Helpdesk Technician I

Summary

Join Raintree as a Helpdesk Technician I and provide efficient and effective resolutions to user issues. You will be part of a remote-first technology company, supporting IT infrastructure, applications, and in-house technology development. Manage large projects, resolve customer issues in crises, and maintain punctuality and reliability. This hybrid role (85% remote, 15% onsite) requires excellent communication and problem-solving skills, along with knowledge of Windows 10 and above. You will prioritize incidents, use remote tools, and collaborate with internal teams and vendors. The position also involves managing equipment inventory and providing hardware and software support.

Requirements

• This position requires excellent communication and problem-solving skills
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
• Knowledge and experience on Windows 10 OS and above
• General understanding of Microsoft Office (Word, Excel and Powerpoint) and the Google suite (Gmail, Google Docs, and Google Calendar)
• Should have an understanding of ITIL: Incident, Change, Problem, Service Request and related activities such as spare and buffer inventory management
• Thought Process: Able to understand technical concepts and can develop ways to help others learn
• Ability to solve complex problems with innovative solutions
• Ability to manage multiple priorities
• Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve
• Interpersonal: Excellent customer service, technical, organizational, and communication skills in person, through tickets and on the phone; effective listening and team orientation
• Able to persuade, influence and negotiate with staff and vendors in critical situations
• Able to motivate others and work cooperatively in a group to achieve common goals
• This remote position requires a HIPAA compliant environment. Your work environment must be accessible to a consistent and adequate internet connection per Raintree’s guidelines. A controlled and dedicated work space will be necessary to be successful
• Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40 lbs without issue and move it from under a desk to a cart and vice versa

Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Use remote tools and diagnostic utilities to aid in resolving support requests
• Assist other technicians and engineers perform maintenance and troubleshooting to keep all of our tools and devices (including desktops, laptops, iPads and core applications) running smoothly
• Provide exceptional technical support by phone, email, remote access or in-person as needed
• Communicate professionally with coworkers and customers
• Ensure user requests for client-related services (incident resolution and requests) are generated, tracked, escalated and followed through to satisfactory completion
• Manage inventory of new and replacement equipment; and diagnosis of a hardware fault, recording of the necessary data (serial number, location etc.) and feedback to the Service Desk in order to support the repair service
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on workstation (Remote Users) devices for their entire lifecycle (including the remote management of devices using appropriate tools)
• Support, Manage, Optimize and Maintain the configuration and installation of workstations, to include, but not limited to, patch updates, hardware replacements, with spares provided by the vendor
• Collaborate with internal teams or vendors to execute projects
• Audit the quality of work performed and provide constructive feedback when necessary

Preferred Qualifications

• Experience with Service management tools such as FreshService , Jira, Salesforce etc. is a plus
• MacOS and iOS are a plus
• Automate manual tasks; create & improve tools that help make team operations more efficient
• Proactive: Ability to conduct research into a wide range of computing and application issues as required
• Team Player: able to work in a collaborative environment and liaise with stakeholders at all levels
• Analytical : able to think critically about business problems, asks questions and listens to deeply understand challenges and deliver optimal solutions
• Organization and Planning : plans, organizes and prioritizes projects in an efficient, productive manner, with limited supervision if necessary and maintains a high attention to detail
• Persistent : demonstrates tenacity and willingness to go the distance to get something done
• Adaptable : adjusts quickly to changing priorities and conditions, anticipates and copes effectively with the complexity of change

Benefits

• Remote Work/Work From Home
• Paid Time Off/11 Paid Holidays/Year-End Holiday Break
• Health, Dental, Vision, HSA/FSA
• 401K with Company Match
• Disability & Life Insurance
• Employee Assistance Program
• Paid Parental Leave