Service Desk Technician

Our client, a leader and advisor in supporting the transformation of the health ecosystem has an exciting Service Desk Technician opportunity. This is a REMOTE 6+ month contract/contract to hire position with a work schedule of Monday – Friday 3AM – 11:30 AM CST.

Position Purpose:

This position is to provide primary technical support to the client systems (computers, peripherals, mobile devices, printers/MFP’s, etc.) and access for client staff and external customers. The computer assets are supported and managed through the lifecycle of procurement, deployment and decommission. The role will be responsible for logging all support requests and resolutions in a ticketing/knowledge base system and following up with customers to confirm issue resolution.

Essential Functions:

Computer hardware and software installation, troubleshooting and configuration. Telephony installation and troubleshooting. End-User support and training for client standard applications.
Coordinate employee account provisioning responsibilities for domain and application security during the Onboard/Offboard process.
Manage day to day end user equipment such as laptops, monitors, and docking stations.
Expected to keep a small ready to deploy inventory at home.
Assist in the daily administration of the asset management activities.
Act as a “one-stop-shop” and central focal point in IT for all customer requests to be routed through. If the nature of the customer IT request is out of scope for this role, then the Infrastructure Specialist will be responsible for escalating the request to the proper IT department/individual for processing.
Investigate and resolve computer software and hardware problems of users.
Receive telephone calls from users having problems using computer software or inquiring how to use specific software, such as spreadsheet, graphics, database, printing, word processing, e- mail and operating systems.
Plan and manage the installation of new local workstations, the upgrade of workstations and the resolution of hardware and software problems that users may create or experience on the workstations.
Maintain the client intranet, ensure the quality and integrity of posted items and train staff on its functions and how to access and use it.
Protect the network and individual workstations from virus contamination via an aggressive protection/detection program that includes, but is not limited to installation, maintenance and periodic updating of virus scanning software.
Contact outside vendor technical support when a service issue involves out of house repair or a known product flaw that has a solution.
Monitor unresolved problems. Communicate with supervisor and report unresolved problems.
Educate client staff as to how to access/use their computer workstations and shared applications/devices that are available via the network

Other Functions:

All duties as assigned to achieve client goals and objectives.
Perform other related duties as required or assigned that contribute to the effectiveness of the department and to accomplish strategic goals and objectives.

Internal Relationships:

Has contact with all client staff across departments and business units.

External Relationships:

Has contact with customers, technology-related vendors, service providers, and consultancies.

Required Qualifications:

A minimum of three (3) years of professional experience working in a structured IT environment. A minimum of three (3) years of experience focused in either a Help Desk/ Service Desk or Desktop Support Technician. A minimum of three (3) years maintaining laptop and desktop hardware/software, printers/MFP’s, mobile devices.
Knowledge and experience supporting:
- Basic Networking Knowledge (DHCP, DNS, TCP/IP)
- Basic Understanding of Virtualization
- Dell and Apple Laptop Support
- Microsoft Windows 11, Microsoft Office 365 applications and administration
- Microsoft Endpoint, Microsoft SharePoint/OneDrive Online
- Mobile Devices – Android and iOS BYOD devices managed by Endpoint/Intune
- Anti-Virus Software - CrowdStrike
- Network and Local Printers (also MFP’s) such as Canon, HP, and Xerox.
- Microsoft Teams
Excellent communication skills, both verbal and written, are necessary.
Creativity, initiative and follow through are essential in order to be able to perform the duties as described
Must also demonstrate a sense of urgency, take initiative, sense of ownership of their work, strong team player, constant desire to improve, positive attitude, and willing to learn and experience a new environment.
Ability to travel as needed to support satellite offices and client customer conferences.

Compensation

HIRING HOURLY RANGE: $22 – $24/Hour – Compensation to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data

Istonish and client are Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.