Service Desk Technician - Level 1

Anatomy IT is looking to hire a Service Desk Technician Level 1 who will work remotely 4 days a week and 1 day a week work onsite at our client locations. The primary responsibility of this role will be to reply to requests for technical support by telephone, email, or chat and troubleshoot diverse issues with workstations, peripherals, and industry line of business applications. Providing end-user and team member support is the overall expectation of this role. This role will assure optimal performance and conform to Anatomy IT’s standards and guidelines for installing, configuring, repairing, and maintaining client infrastructure equipment. Interacting with vendor support contacts to identify and resolve issues on various computing equipment is part of this role. This position requires a highly motivated team player with excellent interpersonal skills and is non-exempt.

• Troubleshoot and resolve issues

• Train and guide clients in software and hardware usage

• Onboard and offboard client employees

• Complete move/add/changes of client workstations

• Collaborate with other departments to solve complex issues

• Tasks assigned by leadership

• Travel as needed to client locations.

• Strong understanding of desktop OS and troubleshooting methodologies

• Basic understanding of AD: ability to create users and reset passwords

• Basic understanding of Managed Backup software(s) and file-level restoration

• Identify servers hosting File Server roles: ability to identify all shares on a server (net share)

• Basic understanding of DNS and DHCP: define them and how they work on a network

• Basic understanding of network shares, share permissions, and NTFS permissions

• Basic understanding of InTune

• Ability to install a network printer on the server and perform troubleshooting

• Working knowledge of Office 365/Exchange
  • Create a mailbox user/distribution group

  • Change/reset passwords (if not AD synced)

  • Setup Outlook desktop and mobile

  • Convert an existing mailbox to a shared mailbox and understand what a shared mailbox is

  • Adding/updating/ licensing

• Server Client Applications
  • Ability to distinguish client-side or server-side issues and identify where the application is hosted (server, cloud).

  • Knowledge of Networking components and dependencies

• Hardware: ability to replace server hard drive with remote assistance

• Basic understanding of Wireless technologies
  • Ability to identify WPA keys and passwords

  • Troubleshooting connectivity issues

• Understand what MFA is and be able to deploy it to end users: setting up a new user and Vendor access

• Install 365 Apps
  • Capable of getting a user signed in and working on Click-to-run applications

  • Basic troubleshooting

  • Credential Manager

• High School diploma

• Minimum of 2 years of work experience in a Help Desk role

• Complete technical understanding and expertise in the following:
  • Windows Desktop (Versions 7/10/11)

  • DNS functionality (desktop)

  • Mail flow diagnostics: tool & basic Office portal review

  • Active Directory Moves/Adds/Changes

• Solid customer service, communication, and organizational skills

• Ability to work under tight deadlines and shifting priorities

• Occasionally work past scheduled work hours to complete work tasks
  • Including occasional nights and weekend work as needed

• Ability to participate in a rotating on-call schedule

• Reliable and punctual

• CompTIA A /Network a plus

• MCSA certification is a plus

• Apple OSX knowledge a plus

We embrace those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. We believe in putting our customers first, empowering our people to drive growth, being technologically innovative, simplifying the complex, delivering results to our commitments with a sense of urgency while embracing diversity, equity, and inclusion.

ANATOMY_IT is one of the largest and fastest growing managed IT and cybersecurity companies for the healthcare industry. Our market-leading platform combines technology and expert-level service to ensure providers have secure data, optimized IT infrastructure, and full concierge-level support. ANATOMY_IT partners with over 500 healthcare organizations across all healthcare specialties. Our mission is to be the most trusted, customer-centric technology partner in any healthcare setting.

BENEFITS:
We love collaborating and working together as a team. Our benefits include healthcare (medical, dental & vision), 401K fund contribution, paid-time-off, short & long-term disability, and a family atmosphere of caring and concern for each team member.

EQUAL OPPORTUNITY EMPLOYER
We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

**The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all responsibilities, and skills required of employees.