Helpdesk Technician III

UNITE HERE HEALTH•Las Vegas, NV

1d•Hybrid

About The Position

UNITE HERE HEALTH serves 190,000+ workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity! The Helpdesk Technician III will provide information, assistance, training and technical support to employees regarding the use of computers, networks, terminals and related peripheral hardware and software. They will respond to tickets and telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems. This position will be float between all our health center locations, including our St. Louis Square office, as needed as a “floater”.

Requirements

Minimum 4 years of experience providing hardware and software problem resolution and technical support to computer users
Experience with Help Desk or comparable customer service-related experience
Advance level knowledge of PC based hardware, software components and operations
Associates degree in Computer Science, Information Systems or related field or Completion of course work at Technical School or equivalent work experience
A+ Certification and/or Microsoft Certifications
The ability to participate in an on-call rotation

Nice To Haves

Valid, unrestricted state driver’s license
Personal vehicle, valid registration, and current insurance

Responsibilities

To oversee the day-to-day operations of the Helpdesk
Maintain and promote excellent customer service, offering 5-star experiences
Maintain effective Helpdesk response time as well as clean and accurate records of work performed
Train Helpdesk staff on operational procedures, troubleshooting techniques on hardware and software
Ensure Helpdesk staff provides timely and considerate customer service to end users by resolving technical issues
Maintain high level support of VIP tickets
Using and instructing others in the use of computer hardware, software and related software applications
Defining and resolving computer operational problems
Organizing own work, setting priorities, and meeting critical deadlines
Using initiative and independent judgment within established procedural guidelines
Establishing and maintaining effective working relationships with all personnel contacted in the course of duties
Establishing and maintaining effective working relationships with all personnel contacted in the course of duties, including communicating with a wide variety of people from diverse socio-economic and ethnic backgrounds
Prepares purchase orders and makes recommendations for equipment refresh
Assists in supporting the funds applications, including the electronic health record (EMR) software
Prepares monthly business partner reports, such as Dragon medical, clear triage, badging system usage and others
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth