Helpdesk Technician - Part Time

Job Title: Helpdesk Technician – Part Time

Job Location: On-Site

About us:

Softheon is a dynamic and forward-thinking Software as a Service (SaaS) organization that is dedicated to ensuring affordable, accessible, and plentiful healthcare for every American. We are a pioneering force in the healthcare technology industry, driven by our mission to empower individuals and organizations with innovative solutions that transform the healthcare landscape. Our commitment to improving healthcare access and delivery is unwavering, and we are looking for top-tier talent to join our journey and contribute to our vision. If you're seeking an environment where your contributions are impactful and deeply valued, don't just join a company with ambition. Align with a purpose backed by a committed company.

Our Company Culture:

Our culture is built on collaboration, innovation, and appreciation. We value each employee's unique talents and contributions and understand that every individual plays a critical role in our mission to transform healthcare. Every day, we celebrate our team's dedication, creativity, and expertise, which drive us closer to our goals.

At Softheon, Our Mission is powering growth to make healthcare more productive, intelligent, and successful. Our Vision is Making healthcare affordable, accessible, and plentiful for every American.

About the role:

We are looking for a tech-savvy help desk technician to be responsible for providing technical assistance with computer systems, hardware, and software. As a help desk technician, you are responsible for responding to email, chat, or phone queries and offering technical support to employees using computer systems, hardware, and software.  

To be a successful help desk technician, you should be well-versed in all aspects of computer systems configuration, set up, and maintenance. You should also have excellent interpersonal and communication skills. This position will be fully on-site unless otherwise directed.  The position requires working 25-30 hours maximum per week.

Requirements

You will:

Technical Support and Assistance

• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Assembling and setting up PCs.
• Training computer users.
• Training other staff on troubleshooting and diagnosing problems.
• Working with remote staff to ensure proper equipment for home use.
• Handle Level 1 helpdesk tickets, including initial troubleshooting, issue resolution, and escalation to higher support levels as needed.

Training and Documentation

• Training computer users.
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Writing and editing training manuals.

System and User Management

• Maintain system inventories.
• Manage users within Active Directory.

Analysis and Reporting

• Running reports and analyzing common complaints and problems.

Physical Responsibilities

• Assembling and setting up PCs.
• Carrying equipment and hardware weighing up to 50 lbs.

Additional Responsibilities

• Other duties as assigned by senior IT staff.

You have:

Education

• Associate degree in IT, Computer Science and/or relevant/equivalent experience.

Experience

• Proven experience as a help desk technician or other customer support role.
• Experience or familiarity with the following systems preferred:
• Microsoft Windows Operating Systems.
• Microsoft Office Suite.
• Workstation Hardware Troubleshooting Techniques and Software Utilities.
• Workstation Software Troubleshooting Techniques and Resolution.
• Microsoft Active Directory.
• Microsoft Office 365.
• Helpdesk Ticketing Software.

Skills

• Ability to diagnose and resolve basic technical issues.
• Technical expertise in identifying, diagnosing, and evaluating end-user computer and account issues, and developing remediation methods.
• Proficiency in English.
• Excellent communication skills.
• Strong analytical and problem-solving skills.
• Strong etiquette for internal digital communications (Email/Ticketing).

Knowledge

• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.

Attributes

• Customer-oriented and cool-tempered.
• Ability to lift and carry 50 lbs.

Additional Details

• This role will be onsite in Stony Brook, NY.
• The position requires working 25-30 hours maximum per week.

Benefits

What we offer:

Softheon offers every full-time employee a comprehensive benefits package including: 

• Opportunity to work on cutting-edge cloud-based healthcare solutions; 
• Work from your home company with a one-time home office stipend; 
• Excellent benefits package that includes health, vision and dental coverage for you, your spouse and dependents; 
• Additional benefits, including a monthly wellness stipend and internet stipend, 401K w/ a match; immediately vested, employee assistance program, disability/life insurance, and parental leave; 
• 15 days to Discretionary PTO based on YOS plus 9 additional holidays; 
• Referral bonuses, discretionary bonus program, spot bonuses and professional development opportunities; 
• An opportunity for you to be part of a team committed to improving healthcare access and affordability by leveraging innovative technology solutions; 

*Please note that candidates applying for this position, must currently reside within the United States.

Join Softheon, and together, we'll shape the future of healthcare in America.

Are you ready to make a difference? Join us at Softheon and help revolutionize healthcare for all.

At Softheon, we embrace and celebrate diversity in all its forms as an equal opportunity employer. We strongly believe that employing a diverse workforce is key to our success. Our recruitment and hiring decisions are made solely on the basis of each candidate's qualifications, experience, and skills. We highly appreciate your dedication to our shared mission of making healthcare affordable, accessible, and abundant for all. Join us in our journey towards continually building a diverse and inclusive workplace, where everyone’s contributions are valued, respected, and celebrated.

Employment with Softheon is at-will, which means either the employee or Softheon may terminate the employment relationship at any time, with or without cause, and with or without notice. Nothing in this job description or in any document or statement shall be construed to constitute a guarantee of employment for a specified period of time.