IT Help Desk (Tier 1)
IT Help Desk (Tier 1)
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Job Description
The Help Desk Technician Tier 1 (Tier 1) role is to serve as the initial point of contact between users and the Information Technology support staff. The Tier 1 resolves or dispatches issues to the appropriate team and tracks these issues when necessary. The Tier 1 provides prompt efficient and courteous service to all callers and may require that the individual give inperson handson help at the desktop level.
Essential responsibilities Include but are not limited to the following:
- In person hands on training with Help Desk Manager
- Field incoming help requests from end users via telephone and email in a courteous manner.
- Actively monitoring system alertsstatuses and appropriately actioning them
- Document all pertinent end user identification information including name department office location contact information and nature of problem/issue requests and questions and enters that information into the Connect wise Helpdesk System in a clear and concise manner.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems if more than 10 minutes is required to the appropriately experienced technician.
- Identify and learn appropriate software and hardware used and supported by the organization.
- In the Tarrytown Corporate office: perform handson fixes at the desktop level including installing and upgrading software installing hardware implementing file backups and configuring systems and applications.
- Perform postresolution followups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
- Resolve all level 1 issues which includes but is not limited to: adding/removing printers unfreezing users reporting copier issues to canon and Microsoft office issues.
- Helps to keep IT rooms cleaned and organized when time permits
- Manage printer service and repairs
- Manage Active Directory on user level
- Create and modify NextGen user accounts
- Create and modify Phreesia user accounts
- Open tickets with service providers for sites with issues
- Contact hardware manufacturers to replace and repair broken hardware
- Complete tasks and projects assigned by supervisors on demand
Knowledge & Experience
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills with a focus on rapportbuilding listening and questioning skills.
- Strong documentation skills.
Personal Attributes
- Ability to absorb and retain information quickly.
- Ability to present ideas in userfriendly language.
- Highly self motivated and directed.
- Keen attention to detail.
- Proven analytical and problemsolving abilities.
- Ability to effectively prioritize and execute tasks in a highpressure environment.
- Exceptional customer service orientation.
- Experience working in a teamoriented collaborative environment.
Schedule
- Position is a 8:30am5:00pm Monday Friday shift with overtime possibilities at approval of Help Desk Manager
- Position requires sporadic Saturday Shifts and will be required to dispatch if necessary (Sat 8:00 1:00)
- Position may cover a night shift. This will only happen if the night shift technician is unavailable
Drivers License
- Own a valid drivers license and may be asked to use your own car to travel to offices if necessary. Reimbursed for travel.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard mouse power tools and to handle other computer components.
- Lifting and transporting of moderately heavy objects such as computers and peripherals.
Other Duties
Please note this job description is not designed to cover or contain a completely comprehensive listing of activities duties or responsibilities that are required for this position. Duties responsibilities and activities may change at any time with or without notice
About ENT and Allergy Associated LLP (ENTA)
ENT and Allergy Associates LLP (ENTA) has more than 300 clinicians practicing in over 55 office locations in Westchester Putnam Orange Dutchess Rockland Nassau and Suffolk counties as well as New York City and northern/central New Jersey. The practice sees over 100000 patients per month. Each ENTA clinical location provides access to a full complement of services including General Adult and Pediatric ENT and Allergy Voice and Swallowing Advanced Sinus and Skull Base Surgery Facial Plastics and Reconstructive Surgery Disorders of the Inner Ear and Dizziness Asthma Clinical Immunology Diagnostic Audiology Hearing Aid dispensing Sleep and CT Services. ENTA has clinical alliances with Mount Sinai Hospital Montefiore Medical Center Northwell Health Cooperman Barnabas Medical Center and a partnership with the American Cancer Society.
About Quality Medical Management Services USA LLC (QMMS USA)
Backed by over 20 years of experience Quality Medical Management Services USA offers healthcare consultancy services in the area of medical staff operations practice management ancillary service revenue enhancement compliance records management and business applications. QMMS USA provides a seasoned team to offer leading edge healthcare business management. QMMS USA implements best practices throughout to ensure success.
To learn more about Quality Medical Management Services USA please visit:
To learn more about the benefits of ENT and Allergy Associates or to conveniently find an ENT doctor or Allergy Doctor and then easily book an appointment at the nearest New York or New Jersey location please visit: or contact us at:
ENT and Allergy Associates LLP 660 White Plains Road Suite 400 Tarrytown NY 10591 Tel: (914)Fax: (914)
Employment Type
Full-Time
