Help Desk Specialist III

Base Pay Range:

Job Description:

The Help Desk Specialist III for Nuvodia is a regular, full-time position working daytime hours onsite in Chandler, AZ.

Summary:  As the initial or escalated phone contact for clients, the senior help desk employee collects detailed information and prioritizes service requests in order to determine resolution or a method of escalation.

General Description:  The Help Desk III must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines.  This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support.  This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.                                                      

Essential Duties / Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Enters, prioritizes, and escalates service tickets via the ticket system.
• Maintains professional positive attitude that communicates our brand to our clients.

• Resolves general IT problems (hardware, PC, networking, domain, software, etc.) in a timely manner.
• Responds promptly to customer needs, escalates difficult customer situations, and solicits customer feedback to improve service.
• Works directly with customers, via the phone, onsite, and online, to provide services and help resolve computing problems.
• Loads appropriate PC software packages such as operating systems, networking components, and office applications.
• Works independently to Resolves general IT problems (PC hardware, PC software, etc.) in a timely manner.
• Develops deployment strategies for introducing new technologies into existing environments, i.e. new software, software patches, new hardware, hardware upgrades.
• Takes the lead of help desk resources within projects as necessary.
• Will take ownership of escalated tickets, using the engineering team as a support mechanism when needed.
• Invests time training and mentoring more junior team members.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Analyzes systems logs and identifies potential issues with computer systems.
• Addresses scheduled downtimes, plans for and responds to service outages and other problems.
• Works with Manager to assign specialized tasks
• Researches unresolved IT issues for applications and unresolved software and IT application issues.
• Monitors queue e-mail request folders
• Provides support and/or coverage to meet queue needs based on department needs and team availability.
• Other duties as assigned.

Occasional regional travel, weekend work and on-call rotation will be required.

General Duties and Responsibilities:

• Ability to maintain strict confidentiality.
• Honest, pleasant manner, and good personal hygiene.
• Free of alcohol and drug abuse.
• Ability to access multiple worksites in a timely manner.
• Excellent communication and interpersonal skills.
• Detail oriented, ability to multi-task, organized, and able to work in a fast-paced environment.
• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.              

• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.                                       
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Rotates to other shifts and locations as needed
• Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location

Supervisory Responsibilities:

• There is no supervisory responsibility in this position

Advocacy:

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Nuvodia values by knowing and understanding the mission, values and goals

• Values: Authentic Connections, Ownership Mentality, Continuous Growth, and Enduring Results

Qualifications:  

• Education: Bachelor’s Degree in related field or equivalent experience
• Experience: Four years of related experience including--
  • Experience of technical helpdesk experience
  • Experienced in PC hardware installation, configuration, and troubleshooting.
  • Proficiency in Windows Operating Systems
  • Proficiency in Office365/Azure/etc.
  • Understanding of Windows Server, Citrix, Backup, Virtualization, Active Directory, NTFS Permissions, and video conferencing preferred.
  • Previous experience working for a Managed IT Services (MSP) preferred
• Computer Skills: Experience with the following computer applications is highly desired:
  • ConnectWise Manage or like professional services automation (PSA) tool
  • ConnectWise BrightGauge or like business intelligence (BI) tool
  • IT Glue or like knowledge base tool
  • n-Able N-Central or like remote management and monitoring (RMM) tool
  • Microsoft Products:  Excel, PowerPoint, SharePoint, Word, Visio
• Background Check: Must be able to pass a background check
• Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test.

Benefits Include: Employees can enroll in medical and dental insurance and are covered by basic vision and term life insurance. Employees are able to enroll in our company's 401k retirement plan with employer matching opportunities and will receive paid vacation, sick, and personal leave, paid holidays and quarterly profitability bonuses.