IT Helpdesk Support Technician

(10:00am-6:30pm M-F with bi-weekly weekend and overnight on-call coverage)

Looking to take your career to the next level? We have an immediate opportunity for an IT Help Desk Support Technician who will play a key role in providing Tiers 1 & 2 support for American Health Connection. This is a regular, full-time position located on-site at our Beverly Hills corporate office, 8484 Wilshire Blvd. Beverly Hills, CA, 90211 (Free parking).

American Health Connection (AHC) is the healthcare industry’s only all-inclusive, full-service, virtual central scheduling and patient communications services. Since 2009 AHC has been offering a wide range of patient call center services designed to dramatically improve both patient and physician satisfaction. For more information, visit our website at www.AmericanHealthConnection.com

The Help Desk Support Technician will play a key role in providing Tiers 1 & 2 support for enterprise technology infrastructure, including workstations, basic network and telephony systems, remote users, etc. This individual will effectively interface with staff and/or third parties to understand and diagnose issues and follow best practices to isolate and effectively resolve them. This individual will work with a team of technicians to solve problems creatively and timely, with the ability to escalate issues to senior technical staff as needed.

10:00am - 6:30pm PST Monday-Friday

(Bi-weekly weekend and overnight on-call coverage)

• Provide technical support for all levels of staff and endusers.
• Interact with users via phone, email, and IM/chat to resolve issues in the most efficient manner.
• Work within a centralized ticketing system to respond to users and document pathways to resolution.
• Provide support for PC users, including office and remote employees.
• Monitor and prioritize incidents and tickets. Escalate and/or work in tandem with appropriate people from within and outside the organization on unresolved issues.
• Utilize/mobilize all thirdparty/partner technical resources to solve problems where necessary.
• Maintain call records, notes, and logs, and record resolution details.
• Install and configure workstation, telephony, video, and mobile hardware/software as required.
• Maintain hardware and software inventory.
• Communicate and provide guidance and knowledge transfer to other resources within the organization on issues/problems and resolution.
Requirements:
• Excellent communication, documentation, and customer service skills.
• Ability to work effectively both individually and as part of a team.
• 2 years of experience providing IT support, including Windows Server maintenance.
• Advanced competency in Microsoft applications including Word, Excel, and Outlook.
• Basic understanding of network infrastructure, including routers, switches, and firewalls.
• Basic understanding of Windows Servers, including Active Directory.
• Knowledge of VOIP systems and Linux will be considered a plus.
Location:

8484 Wilshire Boulevard, Beverly Hills, CA 90211 (Free Parking)

Salary: DOE

Benefits: Medical, dental, life insurance, 401(k) with company match and much more!