Technical support role providing first - level help desk assistance for users through various channels. Collaborating on IT projects and maintaining high customer satisfaction.
About the role
- IT Help Desk Technician managing ticketing system and MDM software for Judi Health. Overseeing onboarding/offboarding IT activities and collaborating with engineering teams.
Responsibilities
- Research end user issues independently, when needed, and document/develop a solution per company standards
- Develop additional MDM automation to facilitate user onboarding
- Identify MDM related company needs and create, configure, test and deploy management of user systems via MDM Software.
- Collaborate with internal partner teams to identify compliance, best practice, or other IT related policy needs within the cross functional existing processes and workflows; identify and present enhancements and deploy solutions to the business.
- Responsible for all onboarding and offboarding related IT activities, including system-wide access, purchasing and retrieving of equipment, upgrades, asset tagging, etc.
- Create Exchange rules to address spam/phishing emails as needed.
- Collaborate with the IT Engineering team to drive systemic improvements to email filtering system.
- Promptly respond to user requests via ticketing system/phone calls/IM
- Assist users with access/system issues
- Write and update documentation for user reference
- Help build and establish procedures for newly established team
- Participate in a Help Desk OnCall schedule (tentatively will be 1 week/month, with potential higher volume at onset as the team grows).
- Responsible for adherence to the Capital Rx Code of Conduct, including reporting of noncompliance.
Requirements
- 2+ Years experience in a Help Desk role (preferably in a medium or larger company)
- A customer-oriented approach to problem resolution
- Experience supporting Mac hardware/OSX in a Help Desk environment
- Experience supporting remote users in a distributed environment
- Experience with Jira Service desk or a similar ticketing system
- Experience with Office 365 suite
- Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally (for NYT “future onsite” roles only)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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