Job Directory Help Desk Level I

Help Desk Level I
Dallas, TX

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Job Description

Job Description


As Help Desk Level I, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for administration and internal support of the Company's PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.


* Provide helpdesk support and resolve problems to the end user's satisfaction
* Monitor and respond quickly and effectively to requests received through the IT helpdesk
* Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
* Modify configurations, utilities, software default settings, etc. for the local workstation
* Utilize and maintain the helpdesk tracking software
* Document internal procedures
* Assist with onboarding of new users
* Install, test and configure new workstations, peripheral equipment and software
* Maintain inventory of all equipment, software and software licenses
* Report issues to the Service Desk for escalation
* Manage PC setup and deployment for new employees using standard hardware, images and Software
* Assign users and computers to proper groups in Active Directory
* Perform timely workstation hardware and software upgrades as required
* On call availability and periodic additional time including nights and weekends



* Proficiency in knowledge of Windows 7 and Windows 10 operating systems
* Proficiency in knowledge of Microsoft Office 2010 and 2013
* Proficiency in knowledge of Ipads, Iphones and IOS
* Experience with configuring user accounts in Active Directory
* Experience with Remote Control solutions
* Experience with ServiceNow a plus


Education & Certification

* High school diploma or equivalent
* Minimum of three (3) years of experience supporting users in a large environment
* Minimum of two (2) years of customer service background with MCP or A+ certification
* Healthcare industry experience required
* ITIL framework certification preferred
* Post-acute hospital experience preferred
* Bachelor's Degree in Information Systems, Business, Communications or related field preferred

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