Help Desk Specialist - Full Time (Ellsworth)


: $41,000.00 - $59,730.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

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The Help Desk Technicians role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software.
Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and frequently asked questions lists for end users.
Ensure the confidentiality, integrity and availability of the data residing on or transmitted to/from/through enterprise workstations, servers and other systems and in databases and other data repositories.
Ensure the compliance to enterprise security policy.
Provide on-call support for a 24x7 operations and be able to work any shift.
Who is Carenet Healthcare?
For eight consecutive years, Inc. Magazine has named Carenet as one of Americas fastest-growing private companies. You may not know our name, but odds are, we have connected with you or someone you know as a trusted, behind-the-scenes partner for our clients.
Every year, we actively engage and serve over 25 million healthcare consumers on our clients behalf. Through our areas of expertiseStrategic Engagement, 24x7 Clinical Support/Virtual Clinic, and Navigation and Advocacywe guide people to high-quality and cost-effective care, coach them to improved wellness, and educate them about their healthcare options and costs. Our clinical support services include a nurse advice line, virtual care nurse triage, medical decision support, health coaching and chronic care management programs, medical device monitoring services, member and patient engagement initiatives, and other health and wellness support programs.
Our impressive client list includes more than 80 innovative healthcare organizations; most are nationally known U.S. health plans representing both commercial and government markets.
Whats important to us?
Being an integrity-driven organization that can truly change peoples lives
Serving others joyfully and individuallywere driven by the power of personal connection
Pioneering next-generation healthcare consumer and clinical engagement experiences
An entrepreneurial mindset
A work/life balance
Qualifications Experience Preferred
Education/Experience: This is an entry level position. College diploma or university degree in the field of computer science and/or 1 year of equivalent work experience would be favorable. Any industry applicable certification (A+, MCP, etc.) would also help distinguish candidates.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information.
Associated topics: deskside, help, information technology analyst, information technology support, support, support specialist, systems administrator, technical support specialist, technician i, technician ii * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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