UNITE HERE HEALTH

IT Support

• Serves as a Tier 1 technical and customer support resource to all Health Center/Fund 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
• Escalates unresolvable tickets to Tier 2
• 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
• Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth

Helpdesk Technician I