IT Helpdesk Technician

**Company description**

CompuMed Solutions was founded in 1998 with a missionto_**maximize your business' potential by empowering you with technology and world-class solutions.**_

We provide a wide range of Information Technology Services, ranging from general IT support, software and data integration, network design/deployment and IT project management,

We pride ourselves on being innovative, fast-pace and customer-service focused.

**Job description**

**Duties and Responsibilities**
- Responsible for providing high-quality, consistent service to our customers.
- Actively monitors incoming IT ticket queues and ensures that tickets are managed following our service delivery standards.
- Troubleshoots and resolves IT issues via phone, web, and in-person channels.
- Escalates tickets proactively to second-level support and management where necessary. Engages other IT staff to resolve issues or obtain information.
- Delivers timely communication, showing an understanding of the users' expectations and needs.
- Responsible for documenting and communicating current issues to IT team members. Contributes to Help Desk process documentation and knowledge base regularly
- Provides customer training on relevant systems, processes, and technology.
- Communicates regularly with customers to ensure that they understand how to access and request various IT services.
- Set up new users with hardware, software and access. Manage user accounts and passwords.
- Demonstrates solid technical expertise in key technologies such as Microsoft 365, Windows, networking, remote access, ERP, Active Directory, general IT hardware and software.
- Demonstrates initiative in recommending enhancements and improvements to the IT infrastructure, systems, and processes.
- Proactively communicate the impact of incidents on products and services to IT staff and customers where applicable.
- Assists in the operational responsibilities of the IT department by helping to ensure the day-to-day functioning of systems and networks with mínimal supervision.
- Participates in purchasing, receiving, and maintaining IT parts inventory.
- Working with other internal teams to troubleshoot and solve production issues

**Personal Development**
- Attend company-required training
- Remain current with technical knowledge in areas of responsibility
- Attend regular 1:1 coaching/update sessions
- Training/certification in core ITIL suite
- ITIL Foundations certification (if applicable)

**Qualifications**
- 3 Years of Help Desk experience
- Net+, A+, ITIL certification is preferred
- CSB System or other ERP system preferred
- Solid organization skills with the capacity to handle multiple priorities and meet tight deadlines required
- Strong customer focus with demonstrated ability to build relationships and influence outcomes
- Demonstrates change management and conflict resolution skills
- Ability to work independently while demonstrating the ability to exercise mature judgment, organization and prioritization
- College/University degree is preferred
- On-call coverage (during weekends and evenings) on a rotating basis.

**Salary**: From $48,000.00 per year

Work Location: In person