Tier One IT Helpdesk Support

POSITION TITLE:

Tier One IT Helpdesk Support

REPORTS TO:

Assistant Vice President of Information Services

STATUS/HOURS:

Regular/Full-time (Evenings and Weekends as scheduled)

POSITION SUMMARY: The Tier One IT Helpdesk Support is responsible for providing technical support to end users at Affinia Healthcare, assisting them with IT-related issues via phone, email, or in-person. This includes troubleshooting and resolving hardware and software problems, providing password resets, diagnosing network connectivity issues, and escalating complex technical issues to higher-tier support teams as needed.

Education: High school diploma or equivalent

Experience: Minimum of 1 year of experience in providing IT helpdesk support or customer service in an IT environment.

Skills and Abilities which may be representative but not all inclusive of those commonly associated with this position:

1. Strong technical skills in troubleshooting and resolving hardware and software issues.
2. Excellent communication skills to effectively assist end users and document technical issues.
3. Ability to work in a fast-paced environment, prioritize tasks, and handle multiple assignments simultaneously.
4. Basic knowledge of network protocols, operating systems, and office productivity software.

Transportation Requirement: Must possess a valid driver's license and automobile with insurance coverage as required by the State of Missouri.

License(s)/Certification(s) Required: None

FUNCTIONS OF THE JOB

Essential Functions

1. Provide first-level technical support to end users via phone, email, or in-person.
2. Troubleshoot and resolve hardware and software issues in a timely and efficient manner.
3. Provide password resets, account unlocks, and other IT-related assistance.
4. Document technical issues and resolutions in the helpdesk ticketing system.
5. Escalate complex technical issues to higher-tier support teams as needed.
6. Other duties as assigned.

• Assist with IT projects or initiatives as assigned.
• Provide training or guidance to end users on IT-related topics.

Supervises: None

NOTE: Affinia Healthcare is a Covid-19 Vaccine Mandated Employer. All employees of Affinia Healthcare are required to be vaccinated for Covid-19.

NOTE: SMOKING IS PROHIBITED IN THE WORK ENVIRONMENT

NOTE: ALL APPLICANTS MUST PROVIDE CONTACT INFORMATION FOR THREE REFERENCES