What are the responsibilities and job description for the Help Desk Technician position at Action Behavior Centers?
- Be the First Responder: Serve as the friendly, initial point of contact for teammates via email and ticketing system for all technical support needs.
- Solve and Support: Utilize remote troubleshooting and diagnostic techniques to isolate, analyze, and implement the best solutions for technical issues.
- Empower Our Team: Guide teammates through problem-solving steps, provide technical training on basic usage, and create clear, helpful documentation.
- Manage the Tech Ecosystem: Provide hands-on assistance with the delivery, configuration, set up, maintenance, and troubleshooting of our computer systems, hardware, and software (including Mac OS and iOS devices).
- Track and Improve: Log all events and resolutions accurately in the Help Desk system, follow up to ensure satisfaction, and proactively identify opportunities to improve our IT processes and procedures.
- Elevate Issues: Efficiently direct and escalate unresolved issues to the next level of support when necessary.
- Proven experience as a Help Desk Technician or in a related customer support/tech role.
- Technical Fluency: A working knowledge of office automation products, utilities, and systems, with a strong understanding of computer systems and mobile devices.
- Apple Expertise: Proficiency with Mac OS and iOS devices is a must.
- Detail-Oriented: A keen eye for detail in all aspects of your work.
- Soft Skills: Excellent communication skills, a customer-oriented approach, and a cool-tempered demeanor when managing challenging situations.
- Growth Mindset: A true eagerness to learn new technologies and the ability to quickly process new information.
- Excellent problem-solving, analytical, and team-working skills.
- Proficiency in English.
Time Off: Generous Paid Time Off (PTO) and paid holiday time.
- Comprehensive Health Insurance coverage.
- Health Savings Accounts (HSA) for tax-free benefits on medical and childcare expenses.
- 401k Retirement Plans with a company matching contribution.
- Full benefits covered up to 90%.
- Continuous training and growth opportunities.
- Student Loan Repayment with Employer Contributions.
- Tuition Discounts through our ABC University Partners.
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ABC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, disability, marital status, genetic information, veteran status, or any other status protected by applicable federal, state, or local laws, including the Pennsylvania Human Relations Act (PHRA). We are committed to creating an inclusive environment for all employees.
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