Support Desk Representative

Job Description

Duties and Responsibilities

• Serve as the primary point of contact for end-user software and hardware support providing remote assistance via screen sharing phone and email to troubleshoot and resolve technical issues for corporate and field staff.
• Deliver timely and accurate software-related troubleshooting setup and configuration ensuring minimal downtime and disruption to users.
• Perform basic financial reconciliation tasks including reviewing analyzing and resolving discrepancies in patient financial accounts while maintaining accuracy and confidentiality.
• Train end users on software functionality system navigation and corporate-approved best practices to improve efficiency and accuracy.
• Participate in testing validation and feedback for new software releases system updates and conversions.
• Document all support requests thoroughly detailing steps taken solutions implemented and resolution outcomes in the ticketing system.
• Ensure all service requests are addressed within established departmental metrics and service-level agreements.
• Assist with general IT inquiries translating technical information into user-friendly language.
• Perform basic network troubleshooting such as creating file shares resolving connectivity issues and addressing minor system access problems.
• Create modify and remove user accounts in Microsoft Azure AD and relevant software platforms.
• Assist with identifying removing and recovering systems from viruses and malware.
• Collaborate closely with Systems Administration Software Development and IT management teams to escalate and resolve complex issues.
• Support internal staff with IT issues system access requests and service needs as directed.
• Perform additional duties as assigned to support departmental and organizational goals.

Qualification Requirements

• High School Diploma or equivalent plus 12 years of experience in customer serviceoriented technical support.
• Experience providing phone-based technical assistance is preferred.
• Familiarity with software troubleshooting user training and basic financial reconciliation processes.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Detail-oriented organized and capable of managing multiple support requests simultaneously.
• Professional phone presence and customer-focused mindset required.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by an employee assigned to this classification. The above statements are not intended to be construed as an exhaustive list of all responsibilities duties and skills required for the position.

Include shift schedule

Not Included

Include budgeted hours

Not Included

Pay Information

Currency: United States Dollar (USD)

Pay Type: Hourly

Salary Range $22 - $23 USD per hour

About LATG:

LATG has won the Top Workplace designation 6 years in a row distinguishing itself by prioritizing employees and relationships. At LATG team members are hand selected competitively compensated and encouraged to maximize continuing education opportunities. We pride ourselves on our results and believe that teamwork is the backbone of success.

We understand that in order to produce results team members must be able to recharge. With the employee in mind we offer generous paid time off (PTO) to full-time employees and options for bereavement and military leave.

Employees are taken care of offering numerous wellness programs including:

• Company subsidized medical and prescription drug coverage
• Health Savings Account option
• Company paid short/long term disability and life insurance
• Voluntary vision and dental coverage
• Voluntary supplemental insurances such as accident cancer critical illness and hospital indemnity

Financial peace of mind is prioritized offering a generous company match in our 401(k) program 100% vested on day one and access to a financial advisor. We hire top talent and its important that we invest in our team. We fuel growth by offering inside training as we are certified partners to many leading technologies and offering subsidies for work-related certifications and coursework at certified institutes.

Required Experience:

Unclear Seniority