Helpdesk Technician I

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

This is a Culinary Health Center Position

This is a temp to hire (approx. 90 days) scenario, giving our candidates the opportunity to experience the uniqueness of our health center environment, and determine if our team and atmosphere are compatible with what they are seeking, and how they are wanting to grow and learn.  Likewise, it is our opportunity to ensure that our candidate provides 5-star experiences to our provider partners and staff, continuing the Helpdesk team’s reputation for being highly engaged, offering quality interactions and solutions.
  

The Helpdesk I position will provide a world class level of customer service to all Health Center/Fund employees seeking technical assistance or information concerning PC, mobile, telephony, and communications hardware and software. This position will also serve as a technical resource for IT related projects and be a provider of input to the IT Management decision making processes. They will serve and assist the employees daily, representing the IT department with professionalism. competence and positivity. 

ESSENTIAL JOB FUNCTIONS AND DUTIES

• 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

ESSENTIAL QUALIFICATIONS

• Experience with technical Help Desk or high-level customer service operations desired (0-3 years of direct experience)
• Working knowledge and experience in a Windows based support environment preferred
• Primary-level knowledge of PC, mobile, telephony and other end-user facing technologies
• Introductory to basic knowledge of PC hardware, Windows (Active Directory administration) and Office 365
• Preferred: Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required
• Preferred: Certification in A+ Certification and/or Microsoft Certifications 
• Ability to travel locally and support business needs dynamically
• Preferred: Valid, unrestricted state driver’s license
• Preferred: Personal vehicle, valid registration, and current insurance

Hourly range for this position: Hourly $25.69 - $29.23 (Salary $50,100 - $57,000). Actual hourly rate may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): Monday ~ Friday, 7.5 hours per day (37.5 hours per week); Onsite. This position is for the SLS office and coverage at our Health Center locations, as needed. This position participates in on-call rotation for after hours and Saturday Helpdesk coverage.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Pension, Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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