Remote IT Help Desk Specialist

Description

The IT Help Desk Technician will be responsible for providing technical assistance and support to end-users regarding computer systems, hardware, software, and enterprise applications. The role involves managing user accounts, troubleshooting issues, maintaining IT documentation, and ensuring the smooth operation of IT systems across the organization.

Requirements

Essential Duties and Responsibilities

• ● User Management:

• Create, manage, and deactivate user accounts in various systems and applications.

• Handle roles and permissions to ensure appropriate access levels.

• Assist with onboarding and offboarding processes.

• ● Device Management:

• Configure, deploy, and maintain endpoints.

• Troubleshoot hardware issues and coordinate repairs.

• Ensure all devices comply with company policies and security standards.

• ● Email Management

• Administer email accounts and distribution lists.

• Troubleshoot and resolve email-related issues.

• Manage email security settings and policies.

• ● Application Troubleshooting:

• Provide support for Office 365, SharePoint, OneDrive, Jira, Confluence, Slack, Salesforce, Google Admin Console, and Google Workspace as well as other enterprise applications.

• Resolve issues related to the installation, configuration, and usage of applications.

• Collaborate with application owners and vendors for advanced troubleshooting.

• ● Maintenance and Updates:

• Perform routine maintenance tasks, such as software updates and patches.

• Monitor system performance and security alerts.

• Ensure all systems and applications are up-to-date and functioning properly.

• ● Documentation:

• Maintain detailed documentation of IT procedures, user guides, and troubleshooting steps.

• Keep records of IT assets, configurations, and changes.

• Document solutions to common issues for future reference.

• ● Roles and Permissions:

• Manage user roles and access permissions in various systems.

• Conduct regular audits to ensure compliance with company policies.

• ● Support and Troubleshooting:

• Provide first-level technical support to end-users via email, portal, slack or in-person

• Diagnose and resolve technical hardware and software issues.

• Escalate complex issues to higher-level support when necessary.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• ● Associate’s degree in Information Technology, Computer Science, or a related field (preferred).

• ● Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, IT Infrastructure Library 4) are a plus.

• ● Proven experience as an IT Help Desk Technician or similar role.

• ● Proficiency in managing and troubleshooting Windows and Mac OS environments.

• ● Experience with Office 365, SharePoint, OneDrive, Jira, Confluence, Slack, Salesforce, Google Admin Console, and Google Workspace (preferred).

• ● Strong understanding of user management, roles, and permissions.

• ● Excellent problem-solving and communication skills.

• ● Ability to work independently and as part of a team.

• ● Strong organizational skills and attention to detail.

Quality Standards

• ● Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.

• ● Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.

• ● Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.

• ● Follows OSHA regulations, RadNet and site protocols, policies and procedures.

• ● Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.

• ● Practices universal safety precautions.

• ● Promotes good public relations on the phone and in person.

• ● Adapts and is willing to learn new tasks, methods, and systems.

• ● Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with RadNet guidelines.

• ● Consistently adheres to the time management policies and procedures.

• ● Completes job responsibilities in a quality and timely manner.

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 25 pounds occasionally. The position requires the ability to travel (~20% of time), drive a vehicle, and utilize other forms of transportation.

Working Environment

This position is remote. This position requires domestic / international travel up to 20%.