What are the responsibilities and job description for the It Help Desk Support Technician position at Beacon Specialized Living?
Position Summary
This position provides first level support to employees by troubleshooting software, hardware and network issues. This position requires timely responses to service requests and delivers high-quality customer service.
Primary Responsibilities
This position provides first level support to employees by troubleshooting software, hardware and network issues. This position requires timely responses to service requests and delivers high-quality customer service.
Primary Responsibilities
- Always be compliant with all company and regulatory policies and procedures.
- Serve as IT support for all users that fall under BSLS.
- Prepares and builds workstations and home devices.
- Diagnose and resolve basic technical issues.
- Performs troubleshooting of Corporate and Home level devices (Workstations, Laptops, iPads, Printers, etc.)
- Perform account setup, password resets, access management and onboarding/offboarding tasks.
- Communicate with fellow IT employees to ensure support queues are maintained and covered through assigned shifts (This includes normal business hours, as well as On-Call hours).
- Assist with various IT projects as needed and maintain timely due dates.
- Perform support remotely through On-Call rotation to maintain help desk queue. Team Member Expectations:
- Must be compliant with company and regulatory policies and procedures.
- Participate and contribute to weekly, bi-week or monthly leadership calls. Be prepared to report on applicable KPIs that best reflect the performance of your team.
- Preserve and protect the privacy, confidentiality and security of all medical records, proprietary and other confidential information relating to Beacon Specialized Living, its Individuals, Team Members, activities and affiliates, in accordance with all applicable laws (especially HIPAA) and contract terms.
- Promote Beacon in a positive manner and lead by example, modeling our core values in everyday behavior.
- Associate degree in Information Technology or related field, preferred.
- A minimum of 1 year’s helpdesk or technical support experience.
- Must pass criminal background checks, central registry check (in applicable states) and child abuse registry (in applicable states).
- Must complete and pass a drug test, in applicable states.
- Must possess a valid Driver’s License and have reliable transportation.
- Proficient in speaking, reading and writing the English language.
- Approved by state, federal and government entities to work within BSLS programs.
- Ability to use office equipment, including BSLS information technology systems.