The Helpdesk Technician position is responsible for providing first level support for all IT support requests. This includes hardware and software troubleshooting as well as recording, tracking and following up on the status of each IT support ticket. This position will also be on a 24x7 call rotation schedule.
The Helpdesk Technician position will handle confidential information, as well as, creating and keeping various department/operations reports/records. The Helpdesk Technician will also work in the field with frontline staff to identify and troubleshoot network connectivity issues, and partner with our DSA hospitals, Coroner offices and Transplant Centers.
Performs all duties and responsibilities in compliance with OneLegacy policies and procedures, regulations as outlined in the Code of Federal Regulations, and other applicable federal, state, and local laws.
Duties & Responsibilities:
Provides first level helpdesk/desktop support, maintaining a high degree of customer service.
Reviews all IT support tickets, tracks their process and update all relevant information.
Maintain department SLA’s for all IT tickets, including response time and resolution time.
Takes ownership and is proactive when dealing with user issues.
Identifies and escalate situations requiring urgent attention
Responsible for imaging, setup, configuration and issuance of laptops and workstations.
Preventative maintenance for all computers, including patch management, antivirus updates and performance tuning.
Provides technical support for special projects and initiatives.
Provides remote support, including over the phone and traveling to remote offices.
Troubleshoots printers and copiers.
Assists with meeting setups in conference rooms as needed.
Assists with software/hardware upgrades.
Replaces and upgrades outdated hardware.
Provides support to company executives.
Maintains and updates IT documentation, including inventory, knowledgebase, etc.
Documents resolutions for future reference.
Implements hotfixes, patches and updates as necessary.
Researches new technologies and/or processes necessary to improve support and efficiency.
Manage all user accounts including 3rd party applications
Participate in a call rotation schedule.
2201 Park Place Suite 102 El Segundo, CA, 90245