Senior Help Desk Technician

📋 Description

• Provides expert technical support for hardware, software applications, operating systems, and networking challenges, with a strong emphasis on customer service and effective problem-solving.

• Acts as an escalation point for intricate service requests and incidents that require resolution beyond the first level.

• Diagnoses and resolves advanced technical issues across various platforms and environments, including computers, servers, peripherals, and network components.

• Serves as a technical lead for escalated support cases, ensuring timely resolutions and identifying root causes.

• Collaborates with Tier 1 technicians to offer guidance, mentoring, and knowledge sharing.

• Documents solutions and contributes to the knowledge base to enhance team efficiency and minimize recurring incidents.

• Coordinates with other Technology teams (e.g., infrastructure, clinical application support, Security) to address cross-functional issues.

• Meets or exceeds required Service Level Agreements for issue resolution.

• Participates in After-Hours On-Call Rotation.

• Strictly adheres to all IT Policies and Procedures (including HIPAA, PCI Compliance, and Hi Trust).

⛳️ Requirements

• Associate's Degree in Information Technology and at least 5 years of experience in technical support, help desk operations, IT service management, or a comparable combination of education and experience.

• Familiarity with incident tracking systems and ticketing platforms (e.g., Freshservice, ADO, or Jira).

• Demonstrated ability to troubleshoot hardware, software, and network issues in a corporate or enterprise setting.

• CompTIA A+ and/or Network+ certification is preferred.

• Background in ITIL practices, particularly incident management.

• Experience supporting a healthcare environment is essential.

• Proven experience training or mentoring junior IT staff.

• Previous experience in a customer-facing role, providing technical assistance and resolving user issues.

• Exhibits strong organizational skills, capable of managing multiple high-priority tasks under pressure while adhering to service level agreements and response times.

• Works independently with minimal supervision while also contributing effectively to team-based troubleshooting and knowledge sharing.

• Clearly and professionally communicates technical concepts across all organizational levels, both verbally and in writing, including documentation and user guidance.

• Accurately differentiates between Tier 1 and Tier 2 issues, exercising sound judgment to escalate appropriately and ensure timely resolution of complex incidents.

• Self-motivated to explore new technologies, tools, and methodologies that enhance support capabilities and align with evolving business needs.

🏝️ Benefits

• FREE Marathon Health services for you and your family, providing unlimited, free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care, enabling our teammates to perform their best and contribute to better healthcare.

• Comprehensive Health & Wellness Benefits: Choose from 2 medical plans, 2 dental plans, and vision coverage, unlimited free mental health benefits, EAP resources, and rewards for healthy lifestyle activities and challenges.

• Family-Friendly & Reproductive Health Benefits: Includes family-building and hormonal health benefits along with paid parental leave.

• Time-Based Benefits: Generous PTO or FTO, Paid Holidays, and an additional day for personal matters.

• Financial Support: Company-paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, and a 401(k) plan with employer match and graded vesting.

• Continuing Medical Education (CME) opportunities to maintain and enhance the knowledge, skills, and expertise of our health center teammates, as applicable.