The Role
The Helpdesk Tech Lead provides technical support for computer systems, assists Level I Technicians, manages Help Desk tickets, and oversees equipment repairs and installations.
Summary Generated by Built In
POSITION SUMMARY:
This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with:
KEY RESPONSIBILITIES:
• Install, modify, and repair computer hardware and software.
• Test and repair faulty equipment. Replace component parts of computers and printers.
• Set up and deployment of new desktops, laptops, phones, and printers.
• Train workers in the use of new software and hardware.
• Support audio and video equipment in conference rooms.
• Manage incidents through Help Desk ticketing system.
• Handle escalated issues that level 1 support may not be able to handle.
• Responsible for managing and monitoring applications in support of the Help Desk which include:
• Patching and updating laptops and workstations
• Anti-virus patching and compliance
• Microsoft O365 access and creation of mailboxes and distribution lists
• Work with vendors to research and test new technologies
• Assist Network and Systems Administration
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Maintain computer hardware and software inventories and coordinate asset management tracking.
• Assist in adding, modifying and deleting users on the network.
• Assist with support of the wireless environment for the company-wide network. Support Wi-Fi setups on laptops, RF guns and desktops.
• Assists with supporting VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.
• Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.
• Jira (ITSM tool) skillset to include the following:
· Creating and managing:
· Projects (company-managed vs team-managed)
· Custom fields
· Screens and screen schemes
· Issue types and schemes
· Configuring permissions and roles
· Setting up notifications and automation rules
· Using Jira Automation (rule builder)
· Writing logic
· Basic understanding of conditions, triggers, and actions
· Evaluating and installing apps from the Atlassian Marketplace
· Creating dashboards and filters (JQL – Jira Query Language)
· Building reports
· Managing access control to views and functions.
· Designing scalable permission schemes
· Handling compliance and audit needs
The above duties are meant to be representative of the position and not all-inclusive.
MINIMUM JOB REQUIREMENTS:
· Education/Training: High school diploma/GED required, associate degree preferred or equivalent Technical Degree
· Business Experience: 3+ years’ experience in an IT-related position
KNOWLEDGE, SKILLS & ABILITIES:
· Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products.
· Strong problem-solving skills and must be detail-oriented, thorough, and organized.
· Demonstrated customer service skills to ensure exceptional customer experience.
· Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory.
· Must have technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016
PHYSICAL DEMANDS:
· Ability to sit or stand for long periods of time if necessary.
· Ability to bend, reach and pull as necessary to meet daily demands of the job
· Ability to lift 30 lbs. unassisted.
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.
CareTria is an Equal Opportunity Employer.
Skills Required
- High school diploma/GED required, associate degree preferred or equivalent Technical Degree
- 3+ years' experience in an IT-related position
- Good understanding of computer systems, printers, and mobile devices
- Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory
- Technical knowledge and experience with Microsoft O365
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The Company
What We Do
An Integrated Platform Built for Speed, Conversion, and Scale CareTria supports therapy initiation from the provider’s practice through fulfillment— integrating digital onboarding, patient assistance and multi-modal fulfillment and dispensing into a single coordinated experience.
