Help Desk Specialist II
Core
Initial phone contact and on-site support for clients to collect information, prioritize service requests, and resolve computing problems including hardware installation and software loading.
Role type
Mid-level Help Desk Specialist (IT Support)
Builds
IT support services and resolved computing issues for clients
Domain
Healthcare IT / Managed IT Services
Required skills
ticket system management, hardware installation, PC software loading, server monitoring, system log analysis, remote management tools, PSA tools, knowledge base tools, RMM tools, scripting, healthcare applications knowledge
Preferred skills
MSP experience, technical helpdesk experience, PC/Network/Microsoft technology experience, image creation/deployment tools
Technologies
ConnectWise Manage, ConnectWise BrightGauge, IT Glue, n-Able N-Central, Altiris, Ghost, Microsoft Office Suite
Responsibilities
Enters, prioritizes, and escalates service tickets; works directly with customers via phone, onsite, and online to resolve computing problems; installs hardware and loads software; resolves general IT problems within SLAs; assists junior level positions with training; analyzes system logs; monitors queue email request folders.
Seniority
Mid-level, hands-on IC