ClinicMind, the nation’s leader in multi-specialty Electronic Healthcare Records (EHR) software and Revenue Cycle Management (RCM) services, seeks an IT Helpdesk Technician, you will be the first point of contact for internal employees or external customers seeking technical assistance regarding hardware, and software issues. You will work to ensure that technology-related problems are resolved quickly and effectively while providing excellent customer service. You will also provide support for IT infrastructure, assist with installations, and contribute to the overall smooth functioning of IT systems. If you are self-driven and pay close attention to detail, we want to hear from you. 

Key Responsibilities:

1. Technical Support:

1. Provide first-line support via phone, email for users experiencing technical issues.

2. Troubleshoot hardware, software, and network-related problems for both employees and clients

3. Resolve technical issues related to operating systems and software applications.

4. Escalate unresolved or complex issues to higher-level IT staff or specialized teams.

5. Gmail Administration

6. Software tools setup and support across the company

7. Data migration/ uploading /postings

8. Internal technical support for employees and their computers/headphones/speakers etc.

9. Resolving login and permission issues - ClinicMind, Gmail, Zoom, Loom, Salesforce and other internal applications.

10. Removing security access when clients terminate

11. Auditing software tools and subscriptions

1. Troubleshooting & Problem Resolution:

1. Diagnose and resolve technical issues efficiently based on user feedback.

2. Maintain and manage ticketing systems for tracking and resolution.

3. Assist with network, VPN, and connectivity-related concerns.

1. User Account Management:

1. Set up, modify, and delete user accounts, including email, network, and software access.

2. Assist with password resets and access control issues.

3. Maintain proper documentation for all system and user changes.

1. Documentation & Reporting:

1. Document detailed information about technical problems, solutions, and best practices for future reference.

2. Create and maintain knowledge base articles and self-help documentation for users.

3. Generate reports on system health, ticket trends, and issue resolution status.

1. Customer Service:

1. Provide exceptional customer service, handling requests and troubleshooting with professionalism and patience.

2. Communicate technical information clearly and in an understandable manner for non-technical users.

3. Maintain a positive relationship with end-users, responding promptly and effectively to their technical needs.

1. Training & Support:

1. Provide basic training to staff and users on how to use company software, devices, and IT systems.

2. Assist in developing training materials or user guidelines for common IT-related issues.
   

Key Skills & Qualifications:

1. An associate’s degree in information technology, computer science, or a related field is preferred.

2. 2-3 years of experience in an IT support role or technical helpdesk environment is preferred.

3. Technical Knowledge:

1. Proficiency in troubleshooting Windows operating systems.

2. Knowledge of networking basics, including LAN, WAN, and VPN.

3. Familiarity with common office software such as Microsoft Office 365, Google Workspace, and other productivity tools.

4. Experience with user account management and permission settings.

5. Basic understanding of hardware components (desktops, laptops, printers) and software applications.

4. Strong analytical and troubleshooting abilities to resolve technical issues efficiently.

5. Customer-focused attitude with excellent interpersonal skills.

Tools & Technologies:

1. Ticketing Systems:

• Any basic open-source ticketing tool experience

2. Remote Support Tools:

• TeamViewer, AnyDesk, or LogMeIn for providing remote support and troubleshooting.

3. Operating Systems:

• Windows 10/11

4. Collaboration Tools:

• Slack, Microsoft Teams or Zoom for team communication and remote support.

5. Knowledge Base and Documentation:

• Using Google Docs for creating and maintaining knowledge articles and support documentation.

Position Requirements

• Must have a stable internet connection minimum of 5 MBPS

• Must have a mobile data plan as a backup

• Must be in a quiet environment

• Must be comfortable working the US business hours

• Must own a PC with at least 16 GB of memory