Job Description

Job Location

PCR (ProtoCall Remote) OR - Anywhere, OR

Remote Type

Fully Remote

Position Type

Full Time

Salary Range

$17.00 - $19.00 Hourly

Job Shift

Any

Job Category

Information Technology

Basic Responsibilities

The Helpdesk Technician (HT) is responsible for serving as a first point of contact for Protocall Services users seeking technical assistance, and the triage/escalation of service requests to other IT Team members. This position reports to the IT Director.

Typical Duties:

• Process Service Requests to resolution or escalate to other IT Team members using ConnectWise Manage within required timelines
• Record events/problems and their resolution in ConnectWise Manage
• Answer queries on basic technical issues and offer advice to solve them
• Provide helpdesk and technical support either by phone or remote access
• Respond to IT issues; hardware maintenance, software, networking, etc. within required timelines
• Assist in troubleshooting for system errors
• Assist with the implementation and support of new software and features
• Identify and suggest possible improvements on procedures
• Set up equipment for new users and employees
• Support and administration of all IT related systems and databases
• No need to view PHI or access Proteus as part of normal job duties. May have inadvertent access to PHI in the course of performing IT support and administration functions.
• Performs other duties as requested

This position will require excellent communication and time management skills; the ability to hold several ongoing projects and tasks in varying degrees of priority; awareness of the channels of escalation and when to consult. Work will vary from long-term projects to quick and effective tasking.

Requirements for this position

• High school degree or equivalent; bachelor’s degree in computer science, information systems, or behavioral health related field preferred
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent written and verbal communication skills

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