Job Description

Job Description

Job Description

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

The Helpdesk Technician I position is to provide a world class level of customer service to all users seeking technical assistance or information concerning PC/laptop/tablet, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and provider of input to the IT Management decision making processes. This position will serve as the representative of the IT function to all users on a daily basis, representing the IT department with professionalism, competence and positivity.

ESSENTIAL JOB FUNCTIONS AND DUTIES

• Serves as primarily Tier 1 customer support resource to all Fund and business partners employees
• Responds to all local and remote customer inquiries for assistance received primarily via telephone but also from email, chat or direct contact providing first level troubleshooting and problem resolution
• Promptly escalates more advanced tickets to the correct Tier based on established guidelines
• Documents all customer support inquiries using available tracking software and recommends simplification opportunities
• Resolves issues in a timely and professional manner while meeting or exceeding established baselines
• Takes proactive action in ensuring the serviceability of applicable Fund and health center technical systems
• Handles employee questions regarding end-user facing hardware and software and serves in a consultative manner
• Communicates with technical operations and programming support personnel for problem referral
• Creates/updates end users accounts per established access matrix and authorization approval
• Ensures timely completion and follow-up of all support calls and tracks progress via ticketing system
• Creates documentation of technical solutions and help desk procedures
• Tracks user satisfaction through follow-up calls and surveys as required/directed
• Assists Infrastructure and Operations functions with special projects as required

ESSENTIAL QUALIFICATIONS

• 0 ~ 3 years of direct experience minimum
• Working knowledge and experience in a Windows based support environment preferred
• Experience with technical Help Desk or high level customer service operations desired
• Primary-level knowledge of PC, mobile, telephony and other end-user facing technologies
• Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365

Education, Licenses, and Certifications

• Associate's degree in Computer Science, Information Systems or related field or equivalent work experience required
• Preferred: Certification in A+ Certification and/or Microsoft Certifications

Hourly range for this position: $24.61 - $30.15 hourly. Actual hourly rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday~Friday, 7.5 hours per day (37.5 hours per week) with potential for hybrid work-from-home arrangement.

Benefits: We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Pension, Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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Job Tags

Hourly pay, Holiday work, Temporary work, Work experience placement, Local area, Work from home, Flexible hours, Monday to Friday,

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