Help Desk Support Specialist
Interbit Data, Inc. Natick
Interbit Data is currently seeking a Help Desk Support Specialist to help support our applications in the Health Care community. The ideal candidate will have the skills to assist our customers with a high focus on customer service.
Candidate Requirements:
- Strong verbal and written communication skills
- Responding to requests for technical assistance via phone, voicemail or email
- Customer interactions should be logged and for other team members to understand what information has been communicated and/or resolutions have been taken.
- Understand when an issue needs to be escalated
- Creation of Knowledge Base articles to share resolutions with team members
- Positive attitude with strong desire to assist people
- Must have the ability to have grace under pressure even when dealing with agitated customers.
- Demonstrated ability to multi-task, work independently as well as part of a team
- Help and troubleshoot multiple customers throughout the day
- Communicate customer interactions and/or resolutions
- Strong Troubleshooting skills
- Diagnose and resolve software and hardware related issues
- Ability to research problems independently
- Working Knowledge of Windows Operating Systems
- Printers
- Adding, modifying and removing
- Changing drivers
- Troubleshooting Printer problems
- Networking
- TCP/IP
- Setup/Change Folder Permissions
- Setup and Interact with Mapping Drive
- Event Logs
- Review and Search
- Understand System Error Codes and what resolutions should be taken to fix the issue.
- Services
- Installation, stop and start
- VPN’s
- Setup, Troubleshoot and maintain
Desirable Experience/Exposure:
- CompTIA A+ certification
- Health Care Experience
- MEDITECH
- McKesson
- Epic
- Cerner
- HP PCL (Printer Command Language) knowledge
- HL7
- Review and analyze communication issues
- Certificates
- Basic understanding of how certificates are used and work
- Exchange and/or Active Directory knowledge
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