Help Desk Associate

Scope

Reporting to the Helpdesk Manager, the Help Desk Associate provides in person, email and phone-based technical assistance to end users, troubleshooting issues related to hardware, software, and network systems. You will be responsible for efficiently resolving customer queries, ensuring a high level of customer satisfaction, and escalating more complex issues to the appropriate support teams when needed. This role will also require occasional visits to clinic locations to provide in person technical troubleshooting and support when needed. In addition, the Help Desk Associate will help oversee the IT department's ticket queues, ensuring all requests are properly categorized, prioritized, and resolved as quickly as possible.

Success Criteria

• Serves as the single point of contact for all system users regarding IT-related issues.
• Owns and manages all IT requests classified as Level 1 or Level 2 support, regardless of system or area. ...