Job Title: Help Desk Technician

FLSA Status: Non-Exempt

Worker Category: Regular Full-time

Home Department: IS&T

Workweek Schedule: Full-time

Purpose: Trillium Health seeks a versatile individual to fill the Help Desk Technician role. This entry-level position is responsible for providing basic technical support and assistance to end-users at Trillium Health. The role focuses primarily on coordinating and executing office moves and project relocations, ensuring minimal disruption to operations. Additionally, this position assists with help desk tickets in collaboration with the Service Desk Lead. The ideal candidate will have a basic understanding of IT equipment, Windows operating systems, Office 365, and computer hardware and software, strong organizational skills, and a customer-centric approach to support.

Key Job Responsibilities:

• Service Desk Support: Serve as the first point of contact for basic technical support issues, including hardware, software, network, and connectivity problems. Respond to service desk tickets promptly, ensuring timely resolution and high customer satisfaction. Troubleshoot and resolve simple technical issues remotely or on-site, as required. Document support procedures and maintain a knowledge base for recurring issues.
• Equipment Management: Assist in the procurement, setup, and maintenance of IT equipment and peripherals. Ensure all equipment is in good working condition and properly stored.
• Inventory Management: Maintain accurate records of all help desk materials and equipment. Conduct regular inventory checks and update the inventory database.
• Office and Project Moves: Coordinate and execute office moves and project relocations, ensuring minimal disruption to operations. Set up and configure workstations, network connections, and other IT infrastructure at new locations. Collaborate with other departments to plan and implement moves efficiently.
• Compliance: Ensure that all help desk operations comply with company policies and procedures. Adhere to safety guidelines and best practices for handling equipment and materials.
• Customer Service: Provide excellent customer service to internal staff and external clients. Handle escalated technical issues with professionalism and empathy.
• Miscellaneous: Assist at the help desk with tickets and on-call assignments as needed . Other duties as assigned.

Qualifications:

• Associate degree in information technology or related field preferred.
• At least one year of IT enterprise business experience at a help desk or in a similar IT role.
• Ability to work independently and as part of a team.
• Knowledge of Windows 10 and 11 operating systems required.
• Familiarity with Office 365 applications and services required.
• Knowledge of information security principles and best practices preferred.
• Excellent communication and interpersonal skills.
• Strong organizational skills and attention to detail.

Physical Requirements:

• While performing the duties of this job, the employee is required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms; talk and hear. Occasionally, the employee must stoop, bend, lift, or move up to 25 lbs. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Equal Employment Opportunity: Trillium Health promotes Equal Employment Opportunity for all, respecting diverse backgrounds, cultures, races, ages, experiences, and opinions. Employees must meet department performance standards and participate in compliance audits, process improvement, and quality improvement plans.