IT Help Desk Technician
Inglis enables people with disabilities – and those who care for them – to achieve their goals and live life to the fullest. 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 users running Windows 7, 8, and 10 and for workstations, laptops, 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 conducts daily performance monitoring of Information Technology servers, storage, and network equipment as well as participates in ad hoc end user training. Administrative duties such as submitting check requests, bill processing, and departmental scheduling will be required as needed. Participation in the after-hours on-call rotation may be required.
Education & Experience
In addition to the necessary skills and experience to perform the responsibilities outlined above, there are several traits that a successful candidate will possess.
- 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 2013 or 2016 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.
Essential Functions, Qualifications & Skills:
- 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.
- Monitors and tracks daily performance metrics of Information Technology servers, storage, and network equipment.
- Keep peers and IT Directors 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. Suggests new training content or classes based on call volume and personal experience with the top or recurring issues.
Inglis' Mission is to enable people with disabilities — and those who care for them — to achieve their goals and live life to the fullest Inglis House is a specialized, skilled nursing, long-term care community based in Philadelphia, PA. Founded in 1877, Inglis is a Person-Centered Care community specializing in services to non-geriatric adults with severe neurodegenerative physical disabilities resulting in paraplegia and quadriplegia.
Inglis’ Person-Centered Care vision is to strive every day to create a homelike environment where residents and staff work together with autonomy and a deep sense of community. The 252 residents — all wheelchair users — range in age from 20 to 90 (average age 54) and their primary diagnoses a range of neurological and musculoskeletal disorders such as multiple sclerosis (fully 43% of the current Inglis House population), cerebral palsy, and spinal cord injury. Along with providing medical and personal care, a key aspect of the mission of serving younger adults is recognizing they typically have a wider range of needs than a geriatric nursing home resident. Younger adults, whether congenitally disabled or disabled later in life, struggle to achieve goals that give a sense of autonomy, mastery and creativity.
Inglis House provides a range of medical, personal and enrichment services that enable residents to live life to the fullest. Inglis House is recognized as a “Center of Excellence in Long-term Care” by the National Multiple Sclerosis Society for its excellent clinical care and quality of life programs for people with physical disabilities — one of only 10 organizations in the country to receive this important designation. Inglis is one of eight residential facilities throughout the United States that offers such highly specialized, long-term care for people with physical disabilities. Inglis Community Based Services supports more than 800 people living independently in the community through resources including: accessible housing, care management (helping people navigate the health care system), a day program, Adapted Technology training and community employment. Inglis is the largest provider of affordable accessible housing in the Greater Philadelphia region with more than 300 accessible, affordable apartment homes for people with disabilities, including 80 new units just opened at Inglis Gardens at Belmont Pennypack Crossing, developed with Conifer, opening this summer in the Northeast as our next housing site with more in development.
Inglis welcomes great people without regard to disability, race, religion, age, gender, sexual orientation, national origin, military service, marital status, or any other characteristics, as protected by law. We encourage all Protected Veterans and the long-term unemployed to apply. Please send resume to Inglis Human Resources, 2600 Belmont Avenue, Philadelphia, PA 19131 or via email to firstname.lastname@example.org EOE, M/F/D/V