Helpdesk Technician II at WellSky in Overland Park, Kansas

Job Description:

The Help Desk Technician II provides triage technical support to all WellSky teammates. Provides support to end users on a variety of issues including: hardware, software, desktop applications, and networks. Identifies, researches, and resolves technical problems. Responds to telephone calls, email, and help desk ticket requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

The Help Desk Technician II is a part of the Corporate IT Team and responsible for assisting other IT support staff with day-to-day operational duties such as security, backup and recovery, performance and change management, and end user support issues.

Key Activities:

• Troubleshooting and resolution of end user support issues


• End user desktop and application support


• Performs necessary troubleshooting steps to resolve problem or determine appropriate fix


• Creates trouble tickets using appropriate trouble ticketing system


• Onboarding/Offboarding Tasks
  
  
  
  • New hire setups to include: Installs desktop hardware and software, setup and configure VoIP and other Enterprise Solutions as needed. Installs personal and network printer hardware
  
  
  • Ensures all system and account access is disabled when employment terminates in a timely manner.
  
  
  • Processes returned equipment to prepare for proper disposal or redeployment
  
  
  
  


• Perform internal IT audits as necessary

Job Competencies:

• Customer Service Oriented


• Ability to speak, hear, and communicate effectively over the phone and in person with customers and internal staff


• Operate all equipment, computers, keyboards, and phone necessary to perform the job

Job Requirements:

Associates Degree in IT or MCP or A+, N+, or Security+ certification. Or applicable IT experience in lieu of degree requirement.

3+ year Help Desk or Technical Support experience.

Must be adept at troubleshooting issues and able to explain solutions to non-technical audiences.

Extensive knowledge of PC setup, troubleshooting and operations

Extensive knowledge of Windows 10 setup, troubleshooting and operation.

Basic understanding of the Desktop LAN protocol TCP/IP

Excellent interpersonal and communications skills

Excellent attention to detail.

Ability to work with minimal supervision

Ability to work effectively as part of a team and with other personnel at all organizational levels

Able to understand and follow company internal policies and processes related to IT

Able to track and monitor support related activities using the trouble ticketing system

Having a dynamic and self-motivating personality and willingness to learn.

Must be able to rotate on call schedule

Excellent troubleshooting, listening and problem-solving skills

Able to work in a fast-paced deadline-oriented environment

Customer focused

Works well in a team environment

Preferred Requirements:

Current Microsoft Certified Professional (MCP) certification

Familiarity with Voice over IP Phone systems and deployments

Office 365 Administration

Familiarity with SalesForce ticketing system

Understanding of Microsoft security patches and process for applying them

About WellSky

WellSky is a leading supplier of software and services solutions that help acute, post-acute, and human service providers improve efficiency, support business growth, and provide intelligent care to patients and people in need. WellSky is headquartered in Overland Park, KS with 1,800 teammates across the U.S., Canada, and the U.K. WellSky serves more than 20,000 client sites around the world - including the largest hospital systems, blood banks and labs, in-home care agencies, post-acute care facilities, government agencies, and human services organizations. WellSky's software and services address the continuum of health and social care - helping businesses, organizations, and communities solve touch challenges, improve collaboration for growth, and achieve better outcomes through predictive insights that only WellSky solutions can provide. Informed by 40 years of providing software and expertise, WellSky anticipates providers' needs and innovates relentlessly to help people thrive. Our purpose is to empower care heroes with technology for good, so that together, we can realize care's potential and maintain a healthy, flourishing world.

We're looking for talented individuals who want to use their skills to build a strong, technology-driven company. We offer competitive salaries, great benefits, a new Health Savings Account with a generous employer contribution and a casual and fun environment that encourages quality, creativity and excellence. Enjoy all we have to offer. We invite you to join us. Apply today!

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug-free workplace.

Applicants for U.S. based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.