IT Technical Support / IT Helpdesk Lead/IT Infrastructure/IT Servicedesk
Posted Updated
Summary
Neolytix, a business and technology services provider for private healthcare practices, is hiring an IT helpdesk/technical support lead. Day to day: remote troubleshooting of computers, connectivity and apps, M365/Azure AD/Exchange administration, Cloud PBX user management, SLA-based ticketing, and documentation.
Neolytix works with private healthcare practices nationwide and provides end to end business and technology services to our clients. We are looking for an extraordinary technical support individual with passion for helping people utilize technology and educate them to fully utilize the potential for day to day applications.
Job Responsibilities
- Basic remote troubleshooting of Computer, Connectivity & 3rd party applications
- Creates documentation and self service tips for troubleshooting – publishes on SharePoint/ Intranet
- Logs in all support tickets and provides timely resolution based on agreed SLA’s
- Provide a timely response to all customer calls and/or escalations
- Advanced setup & troubleshooting experience on Azure AD, Exchange Server associated with M365
- Familiar with Cloud PBX solutions and can manage user provisioning, queue management, policies, integration with other apps and maintenance of systems
- Installing and configuring application and operating system software and upgrades
- Provides weekly & monthly performance reports
- Available to work during US Central Hours (8 AM to 5 PM Central time) and On Call (for technical emergency – rare)
Technical Skill Set
- Cloud Computing Microsoft 365, Teams Admin, Microsoft Teams Phone connect, Azure AD, Exchange Admin
- Cloud PBX experience
- Usage of MSP & RMM tools
- Basic Automation using Zapier or similar tool
- Windows & Mac Troubleshooting
- Competency in Microsoft Office & Operating Systems
- Basic understanding of computer hardware, OS & network troubleshooting
- Data Export, manipulation and cleanup using Excel/ csv tools
Soft Skills
- Excellent communication & presentation skills
- Ability to communicate clearly, both written and orally in english
- Able to perform end user impact analysis, issue resolution and root cause investigation
- Ability to maintain calm, professional demeanor when under pressure
- Ability to multitask and manage a large workload
- Strong organization skills