The ideal candidate will be located in the New York City metro area. The position is onsite with remote potential. Rezolut /IT Support Specialist Rezolut is a national emerging provider of diagnostic medical imaging services. With focus on four key platforms, our vision is to provide top-notch patient care partnered with innovative technology - to achieve better health outcomes.
We are seeking a
full-time IT Support Specialist to assist in supporting our medical imaging centers. Applicants should have strong customer service skills and experience troubleshooting Microsoft Desktop systems and applications. Experience supporting general networking, Microsoft Server operating systems, and virtualization is a plus.
Essential duties and skills include: - Provide both remote and onsite technical support for hardware, software, and network systems. Assist clients with workstation setup, password resets, printer issues, and basic troubleshooting across Office 365 and other business applications.
- Deliver exceptional customer service, ensuring a high level of satisfaction for end-users. Communicate effectively with users to provide timely updates and resolve issues efficiently.
- Work within Freshdesk to log, track, and resolve trouble tickets. Maintain up-to-date and thorough documentation of each issue, ensuring accurate record-keeping and clear communication.
- Implement and support business-class hardware and software systems, ensuring that users have the necessary tools to perform their jobs efficiently.
- Maintain thorough and accurate client documentation, including system configurations, ticket history, and resolution steps. Ensure documentation is updated regularly to reflect changes and new solutions.
- Work effectively within a team structure, collaborating with other IT professionals to troubleshoot and resolve issues that require escalation. Assist team members when needed, fostering a collaborative environment.
- Communicate regularly with users regarding the status of their trouble tickets, providing clear and concise updates. Manage user expectations and ensure prompt resolution of issues.
- Stay updated on industry best practices and certifications, ensuring skills remain current in order to effectively support new technologies and systems.
- Perform basic computer troubleshooting, including diagnosing and resolving problems related to network connectivity, hardware failures, and software configuration.
- Assist with password resets, user account creation, and permission management within Office 365, ensuring users have appropriate access to resources.
- Maintain a strong focus on customer satisfaction by providing timely, professional, and courteous support to all users, prioritizing their needs and concerns.
- Ensure tickets are handled efficiently, working to meet response time targets and resolve issues in a timely manner. Escalate more complex issues as needed.
- Visit client sites when necessary to troubleshoot and resolve issues that cannot be handled remotely.
Ideal qualifications: - 2+ years experience in an IT help desk or desktop support environment or equivalent educational experience
- Experience troubleshooting or supporting Microsoft platforms (e.g. Office 365, Active Directory, all current flavors of Windows)
- Knowledge of basic networking principles, what they mean, and how they interact (TCPIP, DNS, DHCP, LAN/WAN)
- Experience installing, troubleshooting, and maintaining peripherals (scanners, fax machines, printers, etc.)
- Experience troubleshooting standard hardware issues and running diagnostics
- An understanding of standard IT Security practices (virus remediation, firewalls, phishing, etc.)
- Demonstrable ability to quickly learn and support various business applications
- An Associates or Bachelor's degree in a technology-related field
- 1-3 years customer service experience.
- Healthcare support experience desirable
What We Offer: - Immediately accrue PTO as you work. (Full Time
- 6 Observed Holiday
- Medical, Dental, Vision, Life and other voluntary insurances for full-time employee
- 401(k) Retirement plan
- Employee Assistance Program