Help Desk Technician II

The Help Desk Technician II position provides 100% remote technical support and service to Registry Partners staff to ensure computers and software required for Registry Partners business function at a productive level whether used for Registry Partners Corporate functions or Client project functions.

Remote work in United States required.

Qualifications:

• Associate's degree in IT or IT related field or equivalent work experience
• Available to work 8 a.m. 5 p.m. Monday Friday EST/EDT. Some evening and weekend hours are required; both scheduled and as support tickets come in.
• 4-6 years of experience in a Help Desk/IT support level II capacity, preferably in the healthcare industry.
• Prefer experience with Google G-Suite, Amazon Workspaces, or similar cloud hosted virtual PC services.
• Superb customer service mindset, demeanor and style of communication; especially on the phone.
• Excellent problem solving skills.
• High level of attention to detail and accuracy in completing assigned tasks and projects.
• Strong organizational and prioritization skills and ability to be productive without frequent supervision.
• Excellent written and verbal communication skills and the ability to decipher when verbal communication is required based on the complexity of the topic at hand or in the interest of time.
• Exceptional ability to multi-task and work in a fast paced, dynamic environment with priorities that can change quickly.
• Experience with client to site connectivity. Ideally via Citrix, RDP, Cisco VPN and Juniper VPN.
• Proficiency in the installation and use of Microsoft PC Operating Systems including Windows 10 and 11.
• Proficiency in the installation, configuration and use of core Microsoft Office applications.
• Proficiency in the configuration of email accounts in Outlook, on iOS and Android mobile devices.
• A general understanding of Protected Health Information (PHI).
• Openness to an ever changing IT landscape and be willing and able to learn new skill

Essential Duties/Key Responsibilities/Accountabilities:

• Provide front line and escalated remote technical support and service for Registry Partners employees in completing assigned tickets, tasks and projects making use of ticketing system.
• Routinely follow up on and complete assigned and pending tasks and projects to resolution.
• Keep a daily time record.
• Reinforce the necessity for good security practices with company staff and be intimately familiar with the Registry Partners security measures in place to keep PHI secure.
• Complete computer IT Orientations and/or encryptions on new hire PCs.
• Complete and troubleshoot project setup connections for client facilities including working with facility IT staff as needed As needed, assist with annual Compliance Checks on Registry Partners staff PCs.
• As needed, install Microsoft PC Operating Systems including Windows 10 and 11.
• As needed, install and configure core Microsoft Office applications.
• As needed, configure email accounts in Outlook, on iOS and Android mobile devices.
• Maintain job/field knowledge by participating in educational opportunities, reading professional publications and maintaining professional networks.
• All other duties as assigned

The tasks outlined in this job description are not all inclusive but are the core responsibilities of the position. The tasks are subject to change at any given time and employee will be notified by the corporate office, if/when updates and changes are made to the job description.

Work Environment & Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard, lift 20lbs. or more, pulling and/or pushing, or carrying. Specific vision abilities required by this job include close vision requirements due to computer work. Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to sit at a computer terminal for an extended period. Moderate noise (i.e., phone calls, online meetings, computer audio).