Help Desk Technician

This is a fully remote position, open to applicants in Oregon, +1 more state.

📋 Description

• Deliver Tier 1 service desk support by managing and resolving incoming tickets.

• Manage soft phone calls, including both inbound and outbound communications with end users to troubleshoot issues and provide updates.

• Assist users during the transition from Citrix to the Island Enterprise Browser by offering troubleshooting and guidance.

• Record issues, solutions, and follow-up actions within the ticketing system.

• Escalate complex or unresolved issues while ensuring ownership and effective communication with end users.

• Provide excellent customer service by attentively listening to concerns and explaining solutions.

• Engage in continuous learning related to Island Enterprise Browser and other applications supported.

⛳️ Requirements

• Strong preference for candidates based in Oregon or Washington.

• Prior experience in a service desk role providing technical support in a professional setting.

• Proven ability to efficiently manage and resolve tickets while delivering high-quality customer service.

• Excellent customer service skills, including effective communication, active listening, and a user-centric approach.

• Experience in healthcare systems or supporting healthcare users is a plus.

• Familiarity with Island Enterprise Browser is a plus.

• Understanding of Citrix environments and basic troubleshooting concepts.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Coverage for Critical Illness, Accidents, and Hospital stays.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Optional Life & AD&D insurance for employees and their dependents.

• Short-term and long-term disability coverage.

• Health Spending Account (HSA) available.

• Transportation benefits provided.

• Employee Assistance Program offered.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).