Helpdesk Technician (Administrative)

Summary: Serves as the first point of contact for Nystrom end users, partners, and customers seeking technical support on day-to-day issues and requests. Helps determine the best solution based on the issue and details provided by our customers. You will interface with the rest of the IT team to provide a high level of customer service to the organization.

Location/ Schedule: This is a Hybrid in New Brighton, MN (3 days in office and 2 days from home)- BUT: first 30-60 days are fully in office

Job Duties:
Helpdesk Support
1. Identifies, researches, and resolves technical problems.
2. Documents, tracks, and monitors problems in the Helpdesk ticketing system to ensure a timely resolution.
3. Responds to telephone calls, email, chats, and personnel requests for technical support.
4. Answer user inquiries regarding computer software or hardware operation issues to resolve problems.
5. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
6. Maintain and support any technical issues that arise.
7. Complete basic system administrator duties (add/remove users, set up e-mail, etc.)
8. Fix PC, scanner, or printer issues.
9. Deploy workstation setup at new clinic locations or moves as needed.
10. Fully understand and enforce company policies to protect physical hardware and digital information security.
11. Part of On-Call rotation and provides support for after-hours emergencies and issues.

Maintenance
1. Completes basic network administration duties (connects workstation to network, Does MAC's on workstations, etc.)
2. Images company workstations.
3. Installs, makes changes, and repairs computer hardware and software.

Completes other tasks and projects as assigned.

Qualifications:
Required experience:
1. 1 year certification from college or technical school or equivalent work experience.
2. Minimum 2 years of work-related experience.
3. Excellent written and verbal skills.
4. Physical requirements include walking, climbing stairs and ladders.
5. Must be able to lift and carry up to 50 pounds.
6. Able to travel to new clinics and existing locations as needed.
7. Able to work weekends or evenings for special projects.
8. Experience with Windows Operating Systems
9. Experience and knowledge of Microsoft Office Suites.
10. Experience with Anti-virus / End Point Protection, VPN clients, Citrix Clients, video conferencing software, remote support tools, and workstation imaging applications.
11. Experience with workstation, laptop, scanner, printer, and video conferencing hardware.

Preferred:
1. Associates Degree in Information Technology or Technical Certification Program
2. MCSA, MCSE, MSDTS, A+
3. Knowledge and work experience with Citrix.
4. Healthcare IT Background is a plus
5. Linux Workstation knowledge is a plus
6. Experience and knowledge with VoIP technologies and softphones is a plus
7. Experience and knowledge of mobile devices (jetpacks) is a plus
Experience and knowledge of Microsoft Intune and Windows Autopilot is a plus Location/ Schedule: This is a Hybrid in New Brighton, MN (3 days in office and 2 days from home)- BUT: first 30-60 days are fully in office Compensation Range: $52,000-$55,000 a year