Help Desk Technician

Exciting Opportunity: Help Desk Technician

Location: 2600 Belmont Ave, Philadelphia, PA 19131

Inglis enables people with disabilities – and those who care for them – to achieve their goals and live life to the fullest.

It is essential that all duties are performed with the highest level of integrity, while supporting Inglis Values and Standards of Excellence, ensuring the achievement of competencies and compliance with regulatory agencies

Your Impact:

As a member of the Information Technology team, the Help Desk Technician acts as an initial point of contact and provides first level support for all Information Technology products and service support requests. Support may include answering questions, troubleshooting problems, teaching, or instructing customers regarding software or hardware functionality, and communicating policy to local and remote users on Windows 10, Windows 11 and MacOS workstations and laptops, as well as printers, telephones, mobile devices and other vendor specific hardware and software used at Inglis. The Help Desk Technician is responsible for maintaining advanced proficiency in the use of the applications, processes and procedures as defined in the Inglis Standard User competencies with the goal of resolving these issues on first contact. All support requests are documented, tracked and reported on in the IT Help Desk ticketing system. Support requests requiring second level support or above, or those that cannot be completed by the end of the day, will be escalated to the appropriate technician. Additionally, the Help Desk Technician will assist with the support request queues of all technicians as necessary and/or requested by providing follow-up communication, resetting expectations, or scheduling service calls to ensure requests are being responded to and resolved in a timely manner, as well as assist with new user orientation and ad hoc end user training as needed. Participation in the after-hours on-call rotation will be required after sufficient onboarding and training.

This job description is intended to describe the general nature and level of work being performed by the person assigned to this position. The primary duties and responsibilities are intended to describe those functions that are essential to the performance of this job. This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. There are other duties and responsibilities that are considered incidental or secondary to the overall purpose of this job. Employees holding this position will be required to perform any other job-related duties as requested by management. All requirements are subject to possible modification to reasonably accommodate individuals with a disability.

What You'll Do:

• Provide first level technical support to end users on issues involving Microsoft's core business applications, workstations, printers, networks, telephones, mobile devices and vendor specific hardware and software.
• Provides excellent customer service by being attentive, respectful, and professional at all times; insures understanding of customer request and follows-through as promised; acts proactively in identifying and addressing customer concerns, or problems.
• Maintain knowledge and advanced level proficiency in the use of the applications, processes and procedures as defined in the Inglis Standard User competencies.
• Administer client systems accounts, typically as part of the following types of requests: password resets/account lockouts, new hire setups, account changes, and revoking (terminating) access
• Log/documents all inquiries reported to the IT Help Desk and ensures required fields and categories are complete with the goal of resolving all Standard User issues on first contact. Set expectations with the customer (SLA) and then escalate to next level support as necessary.
• Follow-up on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner.
• Keep the Help Desk Supervisor and peers informed of trends, significant issues, and unexpected delays to support requests.
• Participates in training end users on matters relating to the Inglis Standard User competencies via scheduled or on-the-fly mini-sessions. May participate in formal sessions such as scheduled classroom or web-ex training.

What We're Looking For:

• Must possess excellent customer service, interpersonal and communication skills (written and oral).
• Minimum of 18 months experience in a call center or customer service role providing technical support to end users via telephone or remote-control capabilities.
• Experience with ticket tracking systems including tracking ticket status and due dates, comprehensively documenting tickets, managing ticket priorities, and assigning and escalating tickets.
• Advanced proficiency in Microsoft Office 365 applications and demonstrated knowledge and experience supporting users, workstations, printers, and mobile devices in a Microsoft Windows PC environment.
• Ability to respond to both common and complex technical inquiries from customers, clients or internal employees in a timely and thoughtful manner.
• Demonstrated ability to work successfully with a diverse group of customers and communicate effectively with all levels of the organization and external vendors.

• Ability to learn and support new systems and applications, experience in healthcare a plus.
• Professional attitude and work habits and ability to participate in after hours on call rotation .

Pay Rate for this Role: $42k-$50k/ Annually

Join Us:

This is your chance to be a part of a team of dedicated staff (including individuals with disabilities) Be part of a team that’s not just making a difference but leading the way daily. If you're ready to make a significant impact and lead with passion, we'd love to hear from you.

Apply Now to Become a Part of the Inglis Family!