Apptad - Desk Side Support

Job Title: Desk Side Support

Location: Cristi Corpus - Texas

Mode : Contract (6 Months)

Primary Responsibilities & Competencies

• Incident Documentation and Root Cause Analysis: Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence.
• Training and Knowledge Sharing: Provide training or knowledge-sharing sessions for end-users on common issues software use or new technologies.
• Project Support: Participate in or lead small IT projects such as system upgrades application rollouts or infrastructure changes.
• Compliance and Security Adherence: Ensure all work complies with organizational security policies data protection standards and healthcare regulations (e.g. HIPAA).
• Inventory and Resource Management: Monitor and manage IT inventory ensuring appropriate stock levels of spare hardware and replacement parts.
• Collaboration with Vendors: Work closely with third-party vendors for advanced troubleshooting warranty claims or specialized support services.
• Proactive Maintenance: Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures.
• Service Level Agreements (SLAs): Ensure adherence to SLAs for response and resolution times prioritizing tasks accordingly.
• Cross-Team Collaboration: Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively.
• Provide customer service support to both internal users external customers and vendors on Prohealth Cares Network.
• Install deploy troubleshoot repair maintain and lifecycle hardware and software throughout the organization.
• Maintains detailed and accurate records in workload management asset management and administrative applications.
• Provides tier I and II support in all areas of the organizational service portfolio.
• Provides excellent customer service to all levels of employees including customers peers and leadership.
• Accurately follows documentation and checklists to ensure efficiency and consistency.
• Participates and engages in team meetings team building activities and other opportunities to strengthen the department.
• Communicates in a professional positive and timely manner in person on the phone and via electronic means.
• Uses routine troubleshooting methodologies that provide efficient effective resolution and minimize impact to the customer.
• Self-directed once assigned work and functions with considerable independence.
• Shows an interest in learning more advanced aspects of the functional skills.
• Actively maintains a level of self-study related to technology and customer service.
• Able to communicate with the customer in non-technical terms so the users can understand.

Qualifications

• Associate degree in relevant field with 4 years technical support experience or 6 years of technical support experience in lieu of a degree.
• Experience with the deployment repair and maintenance of computer hardware such as workstations laptops IP phones smartphones tablets printers copiers and scanners.
• Experience with the deployment repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems.
• Familiarity with general networking and customer/server concepts.
• Adaptability teamwork and problem-solving abilities in a high-pressure healthcare-focused environment.
• Ability to lift 40 lbs work in an environment of varying temperatures ability to navigate within buildings/units/floors and travel throughout the service delivery area with a reliable mode of transportation.