IT Support Desk Technician

• Offer comprehensive guidance to employees, both remotely and in person when necessary, covering system configuration, troubleshooting, and maintenance procedures.
• Listen attentively to employee concerns and inquiries, delivering optimal solutions and recommendations.
• Prioritize employee satisfaction as the focal point of all communications, escalating unresolved issues to the appropriate level for resolution.
• Conduct proactive communication with managers regarding potential actions at partner sites, aiming to enhance information flow and deliver superior service.
• Demonstrate exceptional written and verbal communication skills in all interactions.
• Maintain accurate inventory and asset tracking records for all technology-related equipment, encompassing both software and hardware components essential for sleep services functionality.
• Ensure the availability of up-to-date documentation for all systems, facilitating efficient troubleshooting and maintenance processes.
• Conduct thorough analyses of the impact of new or evolving technologies, devising strategies and recommendations for optimizing current systems.
• Foster collaborative relationships with laboratories on network-related matters, operational procedures, sleep diagnostics, and system functionalities.
• Execute equipment installations and coordinate lab changes and relocations at partner sites, liaising with Sleep Facility Managers and the VP of IT.
• Coordinate training sessions for employees on new equipment and software upgrades, ensuring smooth transitions and optimal utilization.
• Perform regular equipment upgrades, maintenance tasks, and scheduling adjustments at various sites to maintain operational efficiency.
• Demonstrate flexibility in travel requirements, being able to travel throughout the company's service area on short notice, with occasional overnight stays as needed, averaging 1-3 days of travel per month.

Requirements

• Demonstrated working knowledge of technology principles and techniques relevant to a business environment, with preference for certifications/licenses/registrations in computer, networking, and security fields.
• Excellent communication skills, both written and verbal, fostering effective interactions with colleagues and clients.
• Proficiency in Windows Operating System and Microsoft Office applications, including Microsoft 365 Services and web-based platforms.
• Commitment to delivering exceptional customer service, ensuring compliance with regulatory and legal requirements, and meticulously documenting processes and procedures.
• Proven ability to make timely and informed decisions, coupled with adept troubleshooting skills for mainstream applications such as Office, online apps, and Microsoft products, as well as sleep diagnostic equipment.
• Sound understanding of Internet and email usage, with the capability to multitask effectively and troubleshoot complex software and hardware issues.
• Familiarity with database and networking security systems, demonstrating competence in maintaining data integrity and system confidentiality.
• Exceptional problem-solving abilities, cultivated through at least three years of customer service experience and prior roles as an IT Help Desk Technician.
• Collaborative and team-oriented mindset, receptive to constructive feedback and committed to continuous learning and adaptation to new technologies and systems.
• Consistent focus on accuracy and attention to detail, ensuring precise execution of tasks and deliverables.