Location: New York, NY
Company: The Institute For Family Health
skills are critical for success. RESPONSIBILITIES: Oversee the daily operation of the Helpdesk. Administer, maintain, and report on enterprise applications. Mailbox administration including permissions and troubleshooting in the Office 365 Admin Center. Works with IT Manager to set Helpdesk priorities, manage projects, and streamline daily operations Review daily Helpdesk Overdue Service Request report and provider leadership to Helpdesk Analysts with stalled out jobs or instructions for actioning service requests that are unassigned.
Maintains, reviews and updates documents on the Knowledgebase. Provides support for special assignments or tasks directed by management. Monitor clinic
network connectivity and diagnose outages, triage with ISPs before escalation. Demonstrates reliability and trustworthiness. Manages time and other resources to meet established goals within the agreed upon time frames.
Maintains client/employee confidentiality in the management of information Demonstrates a professional, courteous, and respectful attitude in dealing with clients across all spectrums. Answers telephone in and appropriate, professional manner and attempt to resolve problems in a reasonable time frame or escalate to level 2 or above depending on severity. Will spend 80% of work hours on the Helpdesk Up to 20% of work hours could be spent offsite on special projects, if
needed Other duties as assigned Associates degree in a related field of study required or 4 years of relative experience in lieu of required education Undergraduate degree in a related field of study preferred Certificate or degree in a related technical field (A+, CCENT, Network+, etc.
) required 5 years of field experience with hands-on troubleshooting or helpdesk troubleshooting experience preferred Sound understanding of Microsoft operating systems, navigation through interfaces, and able to perform administrative functions required Fluent in troubleshooting Outlook, Word, and Excel applications required Experience with using a Helpdesk ticketing system or CRM like software for ticketing an issue tracking required Able to manipulate user accounts and reset passwords in AD required Proven experience supporting O365 mail and other applications preferred Network troubleshooting preferred Bi-lingual Spanish preferred PDN-9ae7d85a-0bed-45e7-9d0c-ad3cafe48091
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