Desktop Support Technician - Carenet Health

Carenet Health is looking for Desktop Support Technician

Essential Duties and Responsibilities

Field incoming help requests from end users via both telephone and e­mail in a courteous

manner.

Document all pertinent end user identification information, including name, department, contact

information, and nature of problem or issue.

Build rapport and elicit problem details from help desk customers.

Prioritize and schedule problems. Escalate problems (when required) to the appropriately

experienced technician.

Record, track, and document the help desk request problem solving process, including all

successful and unsuccessful Job Description decisions made, and actions taken, through to final

resolution.

Apply diagnostic utilities to aid in troubleshooting.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on

the Internet to aid in problem resolution.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on fixes at the desktop level, including installing and upgrading software,

installing hardware, implementing file backups, and configuring systems and applications.

Install anti­virus software.

Performing preventative maintenance, including checking and cleaning of workstations, printers,

and peripherals.

Ensure the confidentiality, integrity and availability of the data residing on or transmitted to/

from/ through enterprise workstations, servers, and other systems and in databases and other data

repositories.

Ensure the compliance to enterprise security policy.

Maintain inventory of all deployed Carenet IT Assets

Qualifications

Education/Experience: This is an entry level position. College diploma or university degree in the

field of computer science and/or 1 year of equivalent work experience would be favorable. Any industry

applicable certification (A+, MCP, etc.) would also help distinguish candidates.

Language Ability: Ability to read, analyze, and interpret technical procedures and governmental

regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to

effectively present information and respond to questions from groups of managers, clients, customers,

and the general public.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions,

proportions, percentages. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to deal with and solve problems using solid judgment skills.

Technical skills: Knowledge of basic computer and networking hardware, experience with desktop and

server operating systems, working knowledge of a range of diagnostic utilities, good understanding of

the organization’s goals and objectives, good written and oral communication skills, exceptional

interpersonal skills, with a focus on rapport-building, listening, and questioning skills and strong

documentation skills.

Certificates and Licenses: Google IT Support, CCNA, MCSE are favorable