Helpdesk Technician I, Customer Service
Medical Service Company
On-site
Cleveland, Ohio, United States
At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC).
MSC is a 13 -Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work!
MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.
In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!
Join Our Team!
We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!
Apply today to become a part of our dynamic team!
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Competitive Pay
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Advancement Opportunities
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Medical, Dental & Vision Insurance
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HSA Account w/Company Contribution
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Pet Insurance
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Company provided Life and AD&D insurance
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Short-Term and Long-Term Disability
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Tuition Reimbursement Program
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Employee Assistance Program (EAP)
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Employee Referral Bonus Program
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Social Recognition Program
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Employee Engagement Opportunities
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CALM App
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401k (with a matching program) / Roth IRA
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Company Discounts
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Payactiv/On-Demand Pay
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Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays
General: Provide first-level support to users by researching and answering questions; resolving problems; providing resources. Provide Helpdesk support to staff on all company supported applications. The successful candidate will troubleshoot computer problems. Assist with ensuring the network is maintained using best-practices and is secure and efficient. Assist with basic E-Commerce order fulfillment functions.
Responsibilities and Duties:
- Responds to help desk requests via telephone, e-mail, and helpdesk system and responds to basic customer inquiries to ensure customer needs are met.
- Assists customers in resolving basic technical problems by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
- Support the company’s internal computing infrastructure, including all network and workstation hardware, software, and physical connections, ensuring network is secure and efficient.
- Logs and tracks inquiries using a helpdesk management database and maintains history records and related problem documentation.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
- Coordinates daily processing of E-Commerce orders with various vendors.
- Provides other E-Commerce Technical assistance as needed.
- Miscellaneous assignments/projects as needed.
Qualifications:
- Education
- High School Diploma or G.E.D
- One or more years training in Computer Support.
- A+, N+, or Microsoft Certifications a plus.
- Experience/Knowledge/Skills/Physical Requirements:
- 1-2 years of technical or customer support experience
- Intermediate knowledge of Microsoft PC operating systems and office productivity tools.
- Experience working with technical products and operating systems.
- Experience with solving computer-related problems.
- Experience working with Helpdesk systems (ManageEngine experience a plus).
- Communications skills.
- Customer focused, Friendly, and Approachable.
- Ability to work in a team environment.