Helpdesk Technician

At Softheon, we strive to create simple solutions to complex problems. Our innovative and easy-to-use products have revolutionized the way everyday people access health insurance. With over two decades of experience, we’ve designed five platforms to help our partners quickly adapt to industry standards, manage client data, and grow their membership, while never compromising the exceptional care they provide.

The Helpdesk Technician’s role is to assist users who are experiencing any procedural or operating difficulty with the use of IT applications, products, or services. A Helpdesk Technician is responsible for finding and ensuring that effective solutions are provided to the user—often accepting, diagnosing, resolving, and following up on issues independently—however they work and collaborate with, are advised by, and occasionally elevate issues to senior staff for resolution when needed. This position requires handling confidential information with discretion.

* Provide technical assistance, advisement, and support for incoming queries and issues for all information Technology products and services including but not limited to: * End User Workstation Hardware * OS/Software/Applications * Peripherals * AD User Accounts * Wired and Wireless Networks * Phones * Printing * Email * VPN * Manage and maintain IT hardware inventory * Communicate with users and vendors in person, by email, through Instant Messages, or over the phone. * Install, modify, repair, and deploy computer hardware and software. * Engage in research and in-depth troubleshooting to identify and resolve technical issues. Consulting with senior staff when necessary. * Record issues, resolutions, and changes in technologies and best practices and notify Softheon IT team members and the end-user population. * Maintain records of IT problems, communicate with end users, track work progress, and provide resolutions through IT ticketing system. * Maintain communication with end-users from ticket acknowledgement through resolution and follow up. * Triage and elevate complex and/or high priority problems to the appropriate teams or individuals for resolution. * Work on Helpdesk related projects as assigned by supervisor. * Other duties as assigned by senior IT staff.

* Excellent interpersonal skills with ability to communicate effectively across all levels within the organization and external customers * Technical expertise in identifying, diagnosing, and evaluating end-user computer and account issues, and developing and applying effective mitigation and repair methods * Strong interpersonal skills with effective verbal and written communication skills * Strong analytical and problem-solving skills * Strong etiquette for internal digital communications (Email or Ticketing) * Ability to meet deadlines in a fast-paced environment while managing simultaneous projects * Demonstrated ability to work effectively independently and in a team environment * Ideal candidate will be working towards a B.S. or M.S. in Computer Science, Information Systems, Technological Systems Management, or related field