The number one goal of everyone on our team is to make our clients (your fellow employees) exceptionally happy. The IT Help Desk Coordinator is essential in ensuring that happens.

This role handles the first-level support requests from our Clients. They are the first to touch a helpdesk ticket and make sure that the issue is dealt with quickly and the Client is informed of what to expect every step of the way.

$22 - $27 hourly

Customer Service

• Providing the first point of contact for customers through our helpdesk, be that via phone, email, or ticket
• Delight our Clients with a Friendly, Quick, and Helpful Experience
• Provide the Client with basic remote troubleshooting

USE of our TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work through our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

USE of our MONITORING & MANAGEMENT TOOL

• Review the RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated activities as indicated by our Processes

PROJECT WORK

• From time to time the projects team will need additional resources to help deliver projects on-site or remotely. When opportunities arise this role may be required to help with project delivery communication, Reporting & risk
• Escalate tickets that require Senior Helpdesk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAMWORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

NECESSARY

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• An understanding of support tools, techniques and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• IT literate – Advanced user level
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to speak both Geek and Human
• The ability to keep up with & adapt to the fast-paced IT world
• Knowledge in RMM & MDM tools
• Knowledge in OWA, O365
• Knowledge in IT Glue Documentation
• Knowledge in Network Management, Network Setup and Active Directory
• Knowledge in Active Directory, Azure AD, Intune Endpoint
• Knowledge in Network Printers

NICE TO HAVE

• Experience using a Ticketing system/RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Summus Healthcare manages primary care and specialty clinics throughout North Texas. We believe in providing patients with premier care and supporting our employees with training, mentoring, and development opportunities.