IT HELP DESK TECHNICIAN Job at Alternatives in Treatment LLC, West Palm Beach, FL

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  • Alternatives in Treatment LLC
  • West Palm Beach, FL

Job Description

Job Description

Job Description

POSITION FUNCTION/OVERVIEW:

This position is responsible for ensuring each department achieves key metrics, repairing computers and performing technical and system diagnostics; supports and maintains in-house computer systems, desktops and peripherals; troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

PRIMARY DUTIES/RESPONSIBILITIES:

  • Monitor and respond quickly and effectively to requests received through the IT helpdesk

  • Respond to staff queries by phone and email

  • Create step-by-step training material with screenshots for staff

  • Provide technical assistance and support for incoming concerns and issues related to systems, software and hardware

  • Document internal procedures

  • Maintain daily performance of computer systems

  • Ask educated questions and listen to customers to determine root cause of issues

  • Work through the problem-solving process with staff, empowering them to do the same in the future

  • Run diagnostic problems to resolve problems

  • Clean up computers

  • Train incoming staff

  • Report significant and recurring issues to the tier-2 support team

  • Resolve technical problems with Local Area Networks (LA), Wide Area Networks (WAN), and other systems

  • Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to staff to ease in troubleshooting Help Desk Requirements and Qualifications

  • CompTIA A+ and Network+ Certifications

  • Proven experience as a Help Desk Technician or other customer service role

  • Ability to diagnose and resolve basic computer/technical issues

  • Excellent communication skills and keen attention to detail, memory of patterns, and interest in problem-solving

QUALIFICATIONS REQUIRED:

  • Education/Experience: IT Help Desk/ Support – 1 Year (Preferred)

  • Organizational and time-management skills.

  • Understanding of diverse computer systems and networks.

  • Knowledge of internet security and data privacy principles.

SKILLS:

  • Strong communication skills, both written and verbal.

  • Ability to work independently, as well as part of a team.

  • Manage multiple tasks and set priorities.

  • Ability to handle highly sensitive and confidential information.

  • Strong attention to detail.

  • Ability to understand and follow safety procedures.

  • Ability to work in a fast-paced, high-energy environment.

  • Maintain healthy boundaries.

Job Tags

Local area,

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