Pennant

Help Desk IT Support

Pennant

full-time

Posted on:

Location Type: Hybrid

Location: Hartford • Connecticut • 🇺🇸 United States

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Salary

💰 $60,000 - $65,000 per year

Job Level

Junior

Tech Stack

ServiceNow

About the role

  • Serve as the primary point of contact for end users seeking technical assistance via phone, email, instant messaging, or in-person interactions, providing prompt and effective customer support with a caring and empathetic approach.
  • Identify, troubleshoot, and resolve technical issues, escalating complex problems to the appropriate teams when necessary.
  • Install, configure, and maintain computer systems, software applications, and peripheral devices.
  • Effectively manage ticket queues and personal ticket backlog, prioritizing and resolving customer issues within agreed-upon service level agreements (SLAs).
  • Proactively monitor and follow up on open tickets, ensuring timely updates to customers and driving issues to resolution.
  • Take ownership of assigned tickets, seeing them through from initiation to closure, and providing regular updates to customers on the status of their requests.
  • Collaborate with team members to share knowledge, seek assistance, and contribute to a positive and efficient work environment.
  • Continuously improve personal productivity and efficiency by implementing effective time management strategies and utilizing available tools and resources.
  • Stay organized and maintain accurate documentation of ticket details, troubleshooting steps, and resolutions for future reference and knowledge sharing.
  • Strive for continuous professional development by seeking opportunities to enhance technical skills, customer service expertise, and healthcare industry knowledge.
  • Collaborate with cross-functional teams to implement and maintain IT projects, such as system upgrades, migrations, and new application deployments.
  • Contribute to the development and documentation of IT policies, procedures, and guidelines to ensure compliance and best practices in the healthcare context.
  • Stay up to date with the latest technological advancements and industry trends in both IT and healthcare, actively pursuing opportunities to expand technical skills and knowledge.
  • Provide guidance and training to end-users on the effective use of technology solutions tailored to their specific needs, promoting self-help resources and best practices.
  • Maintain accurate records of customer interactions and technical issues in our ticketing system, ensuring thorough documentation for future reference and knowledge sharing.
  • Contribute to the creation and maintenance of knowledge base articles, as well as support automation tools such as chatbots and predictive AI.
  • On-call rotation will be required.

Requirements

  • A passion for technology
  • BS Degree in Computer Science or Information Systems, or equivalent experience
  • 1+ Years of experience providing technical support
  • Experience with a ticketing system such as Zendesk or ServiceNow
  • An understanding of Active Directory and M365
  • Excellent problem-solving skills
  • Willingness to learn new tech and advance your career
  • Good verbal and written communication skills
  • A strong work ethic, with a focus on delivering quality service and support.
Benefits
  • True Work-Life balance – We believe in taking care of yourself before you take care of others!
  • Full benefits package (medical, dental, vision, 401(k) with match)
  • Paid time off, holiday pay, and professional development
  • Your voice matters! - Work with other passionate and high-achieving leaders who care deeply about patient outcomes and team success.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingticket managementsystem installationsystem configurationsoftware applicationsActive DirectoryM365customer serviceIT project implementation
Soft skills
problem-solvingcommunicationtime managementcollaborationorganizationcustomer empathyself-motivationadaptabilitywork ethiccontinuous learning
Certifications
BS Degree in Computer ScienceBS Degree in Information Systems